Customer Project Manager

At Tracker, our culture is people focused; we believe our people are our greatest assets, and we are committed to being an employer of choice in our industry. Tracker offers an engaging and diverse work environment which permits our people to take pride in their contributions and share in the company’s success. We have a clear focus around the mental health of our people. They can expect the space to showcase their talent, sharpen their skills, develop new capabilities, and be a part of a collaborative, friendly team that delivers for each other and our customers. Our purpose is to provide peace of mind by protecting what matters to our customers, whether these are individual end users of our services, SMEs, large corporates, dealer groups, or insurers. We are the leading provider of Stolen Vehicle Recovery services in the UK, with strong additional capability in fleet and insurance telematics. We have two genuinely unique selling points, the proprietary VHF technology we use and the formal relationship we have with UK policing, which clearly differentiate us from our competitors. As part of the work that we do with UK policing we are making a genuine difference to society by helping to tackle organised criminality; in 2025 alone, we helped them close down over 60 chop shops, whilst supporting on multiple investigations. This is an exciting opportunity for someone who wants to work for a market leading, well-established company with the opportunity to really accelerate our growth, as well as their own. We operate a hybrid work environment with office-based collaboration Tuesday through Thursday, with the ability to work from home on Monday and Friday. We offer competitive parental leave and place strong emphasis on wellbeing and mental wealth.

Responsibilities

Tracker is currently seeking an experienced Customer Project Manager, to join a well-established market leading Telematics and Stolen Vehicle Recovery Company based in Uxbridge. The Customer Project Manager is responsible for leading the end-to-end onboarding and implementation of customer projects, ensuring customers are successfully set up, configured, trained, and live within agreed timelines. This is a delivery-focused and commercially aware role, managing multiple customer workstreams with time sensitive, revenue-driven deadlines, co-ordinating project milestones to support billing readiness, revenue recognition, and a smooth transition into business-as-usual support. Working closely with customers and cross-functional internal teams, including Engineering, Operations, Product, Sales, Finance, and Support, the Customer Project Manager will oversee project scope, dependencies, risks, and change, using clear governance, collaboration and proactive communication to deliver consistent and successful outcomes.

Main Responsibilities

• Own and manage the onboarding plan for each customer: scope, milestones, deliverables, resourcing, dependencies, and acceptance criteria.
• Lead customer kick-off meetings and governance activities (such as weekly status calls, steering updates where required), ensuring decisions, actions and risks are documented and followed through.
• Manage end-to-end delivery across a range of multiple customer types and complexity levels, from SMB to enterprise customers, adapting delivery approaches while maintaining a consistent delivery framework.
• Coordinate delivery across cross-functional teams, including Engineering, Operations, Finance, Sales and Support, to meet agreed customer timelines, proactively addressing blockers and escalating where appropriate.
• Manage RAID (Risks, Assumptions, Issues, Dependencies) activities, ensuring mitigation plans and ownership are clearly defined and addressing change requests for impact on scope, timelines and commercial outcomes.
• Coordinate customer readiness activities including data capture, configuration, integrations, user access, training, and go-live communications.
• Support commercial objectives by aligning delivery milestones with billing triggers, invoicing readiness, and contractual commitments in partnership with Sales and the Finance teams.
• Lead go-live and transition activities, ensuring a smooth handover into business-as-usual support, including documentation, support processes, and customer contacts.
• Maintain accurate and up-to-date project documentation and reporting, including plans, logs, meeting notes, and status updates within agreed tools and systems.
• Identify trends and opportunities for improvement within onboarding and implementation processes, contributing to continuous improvement initiatives and best-practice delivery frameworks.

Customer Experience KPIs

• Deliver onboarding milestones and agreed go-live dates on time, ensuring a smooth and consistent customer experience.
• Support time-to-value and time-to-revenue objectives by progressing customers efficiently from contract signature through to billing-ready live service.
• Maintain high go-live success rates while reducing post-go-live incidents linked to onboarding or implementation gaps.
• Deliver a positive onboarding experience through clear communication, collaboration and high levels of customer satisfaction.
• Maintain accurate onboarding pipeline forecasting and ensure delivery risks, dependencies and potential delays are identified and escalated in a timely manner.

Skills and Attributes

• Excellent project delivery capability with a structured approach to planning, governance, and project control, including experience working with PRINCE2-style documentation and stage management practices.
• Commercially aware, with an understanding of how delivery milestones support revenue recognition, invoicing and customer retention.
• Excellent stakeholder management skills, with the ability to build positive relationships, influence outcomes and collaborate effectively across internal teams and customer organisations.
• Clear and professional communicator, both written and verbal, confident presenting project updates, risks, and decisions to stakeholders at all levels.
• Highly organised, with the ability to manage multiple projects simultaneously and prioritise effectively within fast-paced environments and tight deadlines.
• Practical and proactive problem-solver, able to identify potential issues early and work collaboratively to remove blockers and maintain delivery momentum.
• Customer focused approach, balancing excellent service with clear management of project scope, timelines and expectations.

Qualifications

Primary Requirements

• Proven experience delivering customer onboarding and implementation project within fast-paced, deadline-driven environments.
• Demonstrated ability to manage customers projects and workstreams simultaneously, including coordinating complex dependencies and competing priorities.
• Well-developed governance and project coordination skills: including project planning, RAID management, action tracking, status reporting and stakeholder communication.
• Ability to translate customer requirements into clear deliverables and collaborate effectively with internal delivery teams to support successful delivery through to go-live.
• Confident managing change control and scope while balancing customer needs, delivery timelines and commercial objectives.
• Professional and customer-focused approach, with the ability to build trust, manage expectations, and resolve issues effectively and respectfully.
• High attention to detail, with a consistent and organised approach to documentation, reporting and process management.

Other qualifications considered a plus:

• PRINCE2 Foundation/Practitioner certification (preferred) or equivalent project management qualification.
• Experience onboarding customers to SaaS, platform, or technology products (including integrations/APIs and data migration where applicable).
• Experience in regulated, compliance-driven, or operationally critical environments.
• Comfortable using tools such as Jira/Confluence, Azure DevOps, Salesforce, Monday.com, Smartsheet, MS Project, or similar.
• Experience supporting revenue forecasting, billing readiness, or commercial milestone tracking.