Sr. Program Manager, Premium Support Operations

Precisely US Jobs

13h•Remote

About The Position

Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. Precisely powers better decisions for more than 12,000 global organizations, including 95 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Precisely is an AI-first organization. All employees are expected to demonstrate proficiency in applying AI tools to accelerate their work, improve output quality, and eliminate low-value tasks. Candidates should be comfortable using generative AI tools (e.g., Microsoft Copilot, ChatGPT) in their day-to-day workflows, able to evaluate AI-generated outputs critically, and open to continuously adopting new AI capabilities as they emerge. The Senior Program Manager is responsible for the strategy, execution, and continuous evolution of Advanced, Enterprise, and Extended Support offerings. This role ensures premium support programs deliver measurable customer value, drive revenue growth, and scale operational excellence across global Support, Product, and Go-To-Market teams.

Requirements

10+ years of program management experience in SaaS or enterprise software
Proven experience leading customer-facing or premium support programs
Strong knowledge of enterprise support models and customer lifecycle practices
Experience partnering with Sales, Product, and Support organizations
Accelerate adoption of AI/GenAI, automation, and self-service capabilities
Build AI agents in Salesforce and other management tools

Nice To Haves

Strong leadership, organizational, and execution skills
Data-driven decision-making and continuous improvement
Clear, confident executive communication skills
Ability to thrive in fast-paced, evolving environments

Responsibilities

Manage the full lifecycle of Advanced, Enterprise, and Extended Support programs—from design and launch through adoption and expansion
Develop scalable frameworks, processes, and best practices to improve service delivery and strengthen customer engagement
Define the next-generation premium offering strategy and align it with company priorities and customer lifecycle objectives
Create governance models, success metrics, and reporting rhythms to track program performance
Oversee program roadmaps, dependencies, risks, and key milestones
Provide executive updates on performance, risks, and growth opportunities
Accelerate adoption of AI/GenAI, automation, and self-service capabilities
Build AI agents in Salesforce and other management tools
Identify opportunities to scale high-touch services efficiently
Improve cost-to-serve, margins, and operational efficiency
Partner with Customer Success, Product Management, Sales, Marketing, and Support to align enterprise program priorities
Coordinate cross-functional execution of enterprise program initiatives
Influence prioritization, investment decisions, and roadmap alignment
Define and track KPIs that measure program effectiveness, customer value, and business impact
Analyze performance data and translate insights into actionable recommendations
Refine processes to improve efficiency, scalability, and operational consistency
Partner with Account Executives, Renewal Account Managers, and Customer Success Managers to ensure clear articulation of the value of new support offerings to customers.
Actively engage with the Precisely Deal Desk team to validate customer quotes and ensure pricing adherence for support offerings.
Collaborate with sales leadership to drive customer conversions and upsell motions to higher support tiers.
Organize regional sales enablement sessions to drive consistency in value proposition messaging, sales execution, and usage of available AI Agents.
Support strategic engagements with enterprise customers
Serve as an escalation point for premium support issues
Driving high levels of customer satisfaction