Customer Project Manager

Company: Philips –

WebSite: Makkah, Saudi Arabia

Job Description:**Job Title: Customer Project Manager**

**Job Description:**

The Customer Project Manager is responsible for collaborating with project managers to ensure project deliverables meet and exceed customer expectations while optimizing project plans for enhanced outcomes. This role encompasses the management of specific project tasks from inception to completion, ensuring timely and high-quality delivery under general supervision. The incumbent addresses moderately complex customer inquiries, resolves issues to ensure customer satisfaction, and analyzes project data to provide actionable insights. Furthermore, the Customer Project Manager contributes to continuous improvement initiatives, coordinates with cross-functional teams, documents risks and change requests, supports presales activities, assists with product integration and installation, and conducts post-implementation reviews to improve future projects and practices.

**Responsibilities:**

* **Order Acquisition Process (OAP) Support:** Collaborate closely with the Sales team/Key Account Manager to facilitate the OAP, including site planning activities. Conduct site assessments to understand the local context and ascertain customer needs. Initiate Site Planning (produced by the Business Center) to develop a comprehensive site preparation package, providing upfront insight into room layout and technical specifications. Serve as a seamless interface between the customer and the Business Center, striving to achieve “right first time” room planning and supporting on-time delivery. Develop project plans and budgets, and perform risk assessments during the OAP to satisfy customer needs and generate a beneficial quote.
* **Order Realization Process (ORP) – Installation Project:** Serve as the primary point of contact for the customer during the project. Create project and milestone dates/planning within the designated project management tool (Clarity). Ensure all required materials, resources, and activities are ordered, planned, and executed effectively. Conduct weekly reviews of the installation project plan with all relevant stakeholders. Manage issues through the established escalation process. Manage risks to ensure projects remain within budget and on schedule. Organize the execution of the actual installation and required user training. Secure Customer Acceptance and signed handover documentation. Escalate deviations from plan/budget to Supply Chain Management. Capable of supporting full multi-modality projects.
* **Order Realization Process – Box & Sales:** Serve as the primary point of contact for the customer during the project. Ensure all required materials, resources, and activities are ordered, planned, and executed effectively. Review weekly progress of all pending activities. Organize the execution of the actual installation and required user training. Secure customer acceptance (and signed handover document).
* **Quality & Regulatory (Q&R):** Responsible for reviewing quotations/solutions developed for customers for compliance and feasibility. Ensure site planning/preparation compliance with product reference data. Monitor and ensure installation compliance with service manuals. Maintain accurate install base configurations and complete installation records. Execute hold requirements in the event of a Line of Business hold impacting a modality being delivered or installed in one of the projects. Monitor compliance of third parties used for installations. Report customer feedback according to applicable quality standard policy and follow up relevant assigned Q&R training in a timely manner.

**Qualifications:**

* Bachelor’s Degree or equivalent.
* PMP certification preferred.
* Experience in equipment installation (B2B).
* Minimum of 5 years of experience in project management.
* Experience in working within cross-functional teams.
* Knowledge of site preparation and planning per modality, relevant product specifications, and room requirements (e.g., support clinical workflow).
* Understanding of Supply Chain processes.
* Fluency in English, both verbal and written, in addition to Arabic.

**Preferred Skills:**

* Regulatory Compliance
* Data Analysis & Interpretation
* Project Management
* Budget Management
* Stakeholder Management
* Capability Assessment
* Risk Assessments
* Project Scope Development
* KPI Management
* Business Acumen
* People Management
* Service Operations

**Work Environment:**

This is a field-based role, requiring frequent presence at customer or supplier locations. For office-based teams, working in person at least 3 days per week is expected. Onsite roles require full-time presence in the company’s facilities.

**About Philips:**

We are a health technology company committed to improving people’s lives through meaningful innovation. Learn more about our business, our history, and our purpose.

Philips is an equal opportunity employer committed to diversity and inclusion.

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