Customer Program Manager

Job description

**Join D-Fend Solutions — where technology meets purpose.** As the global leader in cyber-takeover counter-drone technology, we develop advanced solutions that keep airspaces safe from evolving drone threats. Our team — including veterans of elite military tech units — pushes boundaries every day to deliver smarter, faster, and safer protection for customers worldwide. If you’re passionate about cutting-edge technology, real-world impact, and working in a collaborative, high-energy environment — we’d love to have you on board. **Become a D-Fender. Shape the future of airspace security.** We are seeking a **Multidisciplinary Customer Program Manager** who thrives in complex environments and can work across technical and business domains. The ideal candidate will be responsible for guiding customers through onboarding, adoption, and optimization across a portfolio that includes hardware, software, and services. This is a cross-functional role that bridges product, engineering, support, sales, and customer operations to ensure customer satisfaction, retention, and growth. ### Key Responsibilities: - **Program Management:** Act as the primary point of contact for assigned accounts, developing long-term relationships and strategic engagement plans. - **Customer Onboarding:** Lead structured onboarding processes tailored to D-fend product lines. - **Cross-Domain Expertise:** Translate technical and operational needs into clear success strategies. - **Support Coordination:** Work with technical support, engineering, and field services teams to resolve customer issues and manage escalations. - **Training & Enablement:** Deliver or coordinate training sessions across disciplines, ensuring customer proficiency with all relevant tools and systems. - **Lifecycle Engagement:** Own the customer journey from post-sale through renewal, identifying opportunities for upselling, cross-selling, and proactive engagement. - **Risk Mitigation:** Monitor customer health metrics and proactively intervene to reduce churn or dissatisfaction. - **Feedback Loop:** Serve as a customer advocate internally, contributing insights to product development, roadmap planning, and service improvements. ### Qualifications: - At least 5+ years in a Customer Success, Account Management, or Technical Project Management role - Experience working with **both hardware and software products**, preferably in Law enforcement, security and military environments - Strong communication and interpersonal skills; ability to influence both technical and non-technical stakeholders - Proven ability to manage multiple projects and customers simultaneously - Excellent problem-solving and critical thinking abilities - Bachelor’s degree in Business, Engineering, Information Technology, or a related field - Excellent written and verbal communication skills - Familiarity with RF based systems and environments