Project Manager

Project Manager – Key Accounts, Service & Delivery

TRG is seeking an experienced Project Manager – Key Accounts, Service & Delivery to join our team. This role will ideally be based in person, working closely with our Project Management, Customer Success, Service Delivery, and Operations teams.

The Project Manager will be responsible for supporting several of TRG’s key enterprise customers, ensuring projects, service commitments, deployments, and operational deliverables are executed successfully.

A major focus of this role will be customer communication, service and delivery performance, issue resolution, and escalation management. The Project Manager will serve as a primary point of coordination when customer issues arise, bringing together the appropriate TRG resources to drive problems through resolution.

This individual must be comfortable operating in a fast-paced environment where priorities can change quickly and customer issues often require immediate coordination across Operations, Field Services, Repair, Configuration, Logistics, Procurement, Sales, Customer Success, and other TRG teams.

The ideal candidate combines strong project management capabilities with a customer-first, operationally focused mindset and has the ability to take ownership of complex issues, establish accountability, and drive them to resolution.

Experience in technology deployments, managed services, device lifecycle management, mobility, POS, field services, IT asset management, or technology service delivery environments is strongly preferred.

Key Responsibilities

Key Account & Customer Management

• Serve as a primary project and service delivery contact for assigned strategic and enterprise customers.

• Develop a strong understanding of each customer's business, technology environment, service requirements, deployment schedules, and operational priorities.

• Build strong relationships with customer stakeholders and establish confidence in TRG's ability to execute.

• Conduct regular customer status meetings, operational reviews, project reviews, and escalation calls.

• Maintain clear and proactive communication regarding project status, service performance, delivery issues, risks, and corrective actions.

• Partner closely with Customer Success and Sales to ensure customer expectations and contractual commitments are understood and achieved.

• Identify emerging customer concerns before they become significant service or delivery issues.

Service & Delivery Escalation Management

• Serve as a central point of coordination for customer service, delivery, and operational escalations.

• Take ownership of critical customer issues and drive cross-functional teams toward timely resolution.

• Establish clear issue owners, priorities, actions, deadlines, and customer communication plans.

• Coordinate escalation activities across Field Services, Repair, Configuration, Warehouse Operations, Logistics, Procurement, Technical Support, and other internal teams.

• Maintain detailed escalation and issue logs documenting status, ownership, root cause, corrective actions, and resolution.

• Ensure customers receive timely and accurate updates throughout the escalation process.

• Escalate internal roadblocks when necessary to ensure appropriate leadership visibility and action.

• Coordinate root-cause analysis and corrective-action plans for significant or recurring customer issues.

• Follow issues through full resolution and customer acceptance, rather than simply handing them to another department.

• Identify recurring service problems and work with operational leadership to implement permanent corrective actions.

Project & Deployment Management

• Manage customer projects and technology deployment initiatives ranging from routine service activities to large, multi-location programs.

• Develop and maintain project plans, schedules, milestones, risks, dependencies, and communication plans.

• Coordinate customer requirements with internal operational teams and third-party service providers.

• Lead project kickoff meetings, status meetings, deployment readiness reviews, and post-project reviews.

• Manage project scope, timelines, risks, dependencies, and changes.

• Ensure alignment between customer requirements, inventory availability, operational capacity, field resources, and deployment schedules.

• Proactively identify risks that could impact customer commitments and develop mitigation plans.

• Drive projects through successful completion while maintaining strong customer satisfaction.

Service Delivery Performance

• Monitor service and delivery performance for assigned key accounts.

• Track customer commitments, SLAs, project milestones, open issues, deployment performance, and operational deliverables.

• Work with internal teams to address missed or at-risk service commitments.

• Develop customer-facing and internal reporting highlighting performance, risks, open actions, and priorities.

• Support regular business reviews and executive customer meetings.

• Analyze recurring service and delivery issues to identify trends and improvement opportunities.

• Partner with operational leadership to improve processes that impact customer experience.

Cross-Functional Leadership

• Act as the connection point between the customer and TRG's internal operational teams.

• Lead cross-functional teams without direct authority to achieve customer and project objectives.

• Drive accountability for commitments made to customers.

• Ensure internal teams understand customer priorities, deadlines, and business impact.

• Facilitate rapid decision-making when customer issues require involvement from multiple departments.

• Provide leadership with visibility into significant customer risks, escalations, and operational challenges.

Continuous Improvement

• Identify opportunities to improve customer service, project delivery, escalation management, and operational processes.

• Lead post-incident reviews and lessons-learned sessions for significant customer issues.

• Help develop standardized escalation, communication, and project management processes.

• Participate in workflow automation, reporting, and system improvement initiatives.

• Contribute to PMO and Customer Success best practices designed to improve scalability and customer experience.

Required Qualifications

• Bachelor's degree in Business, Supply Chain, Information Technology, Project Management, or related field; equivalent experience considered.

• 5–7+ years of experience in project management, service delivery, customer operations, technology deployments, managed services, field services, logistics, or IT lifecycle management.

• Demonstrated experience managing enterprise or strategic customer relationships.

• Proven ability to manage complex customer escalations and coordinate cross-functional resolution efforts.

• Experience managing multi-site technology deployments, service programs, or operational projects.

• Strong understanding of project planning, service delivery, issue management, risk management, and stakeholder communication.

• Experience working within ERP, CRM, ticketing, or service management platforms such as NetSuite, ServiceNow, Salesforce, SAP, Oracle, or similar.

• Strong analytical and problem-solving capabilities.

• Ability to remain organized and effective while managing multiple priorities and customer escalations simultaneously.

• Strong written, verbal, and presentation skills.

• Ability to communicate effectively with customer executives as well as technical and operational teams.

• Strong sense of ownership, urgency, and accountability.

Preferred Qualifications

• PMP or equivalent project management certification.

• Experience supporting enterprise technology environments involving endpoints, mobility devices, POS systems, kiosks, networking equipment, or IT infrastructure.

• Experience with device lifecycle management, depot repair, configuration, logistics, field services, and technology deployments.

• Experience managing nationwide or multi-location service and deployment programs.

• Experience supporting large enterprise customers with complex service requirements.

• Experience with NetSuite, ServiceNow, SharePoint, Power BI, or similar platforms.

• Familiarity with SLA management, service-level reporting, root-cause analysis, and corrective-action processes.

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