Clients deal first with a sales rep, then an engineer, and then a product manager, with an account rep hovering over everybody's shoulder. In this situation, principal responsibility for the project is handed off to a succession of people. At the same time, all of the people involved have a vested interest in the project, and remain potential customer contact points. Quality control is also big in your company, so project updates, such as customer feedback or reports to management, should be filled electronically and automatically distributed to all interested parties. That implies some sort of automatic check list.
Management also believes in distributed responsibility.
Probably the account rep will need to sign off all along the way, too. So we need authenticated digital signatures. The primary contacts also need to be able to delegate specific tasks to other departments, and verify their sign-off when the delegated task is completed. Suppose there are a lot of design issues requiring input from various specialists. On-line conferencing maybe necessary to resolve issues.