At a Glance
- Tasks: Lead customer onboarding projects and ensure successful implementation within tight deadlines.
- Company: Join a leading Telematics and Stolen Vehicle Recovery Company in Uxbridge.
- Benefits: Enjoy a hybrid work environment, competitive parental leave, and a focus on wellbeing.
- Other info: Collaborate with diverse teams and enjoy excellent career growth opportunities.
- Why this job: Make a real impact by delivering exceptional customer experiences and driving project success.
- Qualifications: Experience in project management and customer onboarding in fast-paced environments.
The predicted salary is between 60000 - 75000 £ per year.
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.
Benefits
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.
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.
Customer Project Manager employer: Tracker
As a leading Telematics and Stolen Vehicle Recovery Company based in Uxbridge, we pride ourselves on fostering a collaborative and dynamic work environment that prioritises employee wellbeing and professional growth. Our hybrid work model allows for flexibility while maintaining strong team connections, and we offer competitive parental leave alongside a commitment to mental health support. Join us to be part of a forward-thinking organisation where your contributions directly impact customer success and satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Project Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tracker. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Tracker before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Project Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Tracker:Your cover letter is your chance to shine! Tell us why you want to work at Tracker specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Tracker!
How to prepare for a job interview at Tracker
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
