Customer Program Manager

Customer Program Manager

Overwatch Imaging is an imagery intelligence technology company working to bring sensor autonomy to time-critical airborne search, detection, tracking and monitoring missions. Our Automated Sensor Operator (ASO) software, native to our own line of purpose-built Smart Sensors and as an upgrade for airborne video gimbal platforms, brings Superhuman Vision and Workload Reduction to users of real-time imagery intelligence systems. We fundamentally believe that modern edge processing and AI-enabled autonomy can perform an important set of time-critical imagery intelligence missions better, faster and more safely than humans can alone.

Founded in 2016 in Hood River, Oregon, we support private sector companies as well as federal, state and local agencies around the world with missions ranging from wildfire mapping and disaster response to law enforcement, border security, maritime domain awareness and tactical intelligence.

The Overwatch Imaging Customer Program Manager is responsible for the successful execution and growth of customer contracts and customer relationships. The Customer Program Manager coordinates with other company functions as an advocate for customer success throughout development, implementation and deployment of Overwatch capabilities. The Customer Program Manager is responsible for executing a land-and-expand strategy that cultivates end-agency satisfaction and captures follow-on sales opportunities.

Customer Relationship Management:

• Be the voice of the customer within the company by working directly with customers and their end-users to gain a deep understanding of current and future needs.
• Work diligently with internal teams to ensure customer satisfaction and mission success.
• Maintain frequent and consistent communication to keep customers well-informed about all aspects of our relationship with them.
• Travel to customer locations to support product delivery, integration and training, capability demonstrations and other activities as appropriate.
• Obtain regular feedback on delivered products and distribute that feedback to internal teams.

Program Growth:

• Capitalize on a deep understanding of customer needs to develop follow-on and adjacent business proposals that provide value to the customer and expand Overwatch's impact.
• Work closely with the business development team to onboard new customers.
• Maintain expertise on customer market segments to provide roadmap inputs, to proactively develop new opportunities, and to capture win-win business.

Technical Performance:

• Continually grow an understanding of company products in their current state and as envisioned along the product roadmap.
• Identify continuous improvement and feature opportunities for company products, processes and tools, and work as a leader with other company functions to prioritize and implement.
• Serve as an expert on the product, the use case and the business relationship with customers and end-agencies

Program Execution:

• Ensure program scope details are well understood by internal and customer stakeholders by creating and following a statement of work.
• Coordinate with internal teams to resolve issues that impact customer success.

What You'll Bring:

• Experience and Education:
• Experience maintaining positive customer relationships during new product deployment and across technology upgrade cycles.
• Experience gathering customer feedback and reporting that feedback to internal stakeholders in order to drive the product roadmap.
• Experience with intelligence systems operating on or in conjunction with piloted or uncrewed aircraft.
• Experience with export compliance requirements and activities is a plus.
• Understanding of US Government procurement practices is a plus.
• Experience developing customized products, software and service offerings and preparing proposals is a plus.
• 3+ years of experience in a customer facing role; graduate education degree (MBA, Ph.D., etc.) or relevant military experience a plus.
• Technical Competence:
• Comfortable learning and then providing technical support to customers including software updates, basic troubleshooting, and operational guidance.
• Technical understanding of aerial imaging and remote sensing.
• Understanding of imaging fundamentals, image data analytics and AI is a plus.
• Experience managing software as a service programs is a plus.
• Expert communication skills and ability to influence people and decisions.
• Strong organizational skills and exceptional data management.
• Ability to track, manage, and grow multiple customer programs.
• Character Attributes:
• Driven by customer success
• Thrives in a dynamic, fast-paced small startup business environment
• Creative mind with the ability to think outside the box
• Highly motivated self-starter able to work independently and with a team
• Enjoys hands-on work and learning new skills
• Eager to solve real-world problems and accept new challenges
• Takes pride in winning business and maintaining happy customers

What We Offer:

• Growth Opportunities: As a team member of a true startup, you will learn by doing and shape our future. The opportunities are limitless for those who want to grow their career.
• Impact Opportunity: We work on missions that matter to keep people safe and make the world better, and we do it without bureaucracy at the speed of a startup.
• Team Collaboration: Work in a fast-paced, collaborative environment with amazing teammates. The Overwatch Imaging leadership team believes in an open-door policy, meaning everyone has a voice and access to guidance, advice, feedback, and the ability to pitch crazy new products or ideas.
• Late Start Wednesday: A weekly block to have focus time away from meetings and calls. An opportunity to work from home, flex your schedule or self-directed time to focus on training and development.
• Time Off: Generous PTO to empower employees to make decisions about work life balance based on work and home needs.
• Holidays: Overwatch Imaging recognizes 10 company holidays.
• Ownership: Equity/Stock Options in our growing company.
• Health Benefits: Medical/Dental premiums 100% covered by Overwatch Imaging for employees and their families, plus available pre-tax health savings account.
• 401(k): Employer matching contributions up to 4% of pay.
• Incredible Location: Work from our beautiful office in Hood River, Oregon. This position requires business travel up to 25% and occasional work in and around private aircraft and at customer sites.

Employment Requirements

All applicants must be authorized to work on a permanent basis in the United States.

Overwatch Imaging is an equal opportunity workplace and makes employment decisions based on merit and business needs, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, veteran status, or any other protected personal characteristic.

Export Control Compliance Notice This position may involve access to data, technology, or software that is subject to U.S. export control laws and regulations, including the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR). As such, employment is contingent upon the applicant's ability to obtain any necessary export authorization, as determined by an export compliance assessment conducted by the company.