Sr. Program Manager, Premium Support Operations
Senior Program Manager who owns the strategy, lifecycle, and operations of Precisely's premium (Advanced/Enterprise/Extended) support offerings — building governance, KPIs, and AI/Salesforce-driven automation while partnering with Sales, Product, and Support. 100% remote anywhere in the US.
- Compensation
- Not disclosed
- Location
- United States
- Work setup
- Remote
- Seniority
- Senior
- Employment
- Not specified
- Experience
- 10+ years
- Category
- Project management
- Posted
Skills
Must have
- 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
- Comfort using generative AI tools (e.g., Microsoft Copilot, ChatGPT) in day-to-day workflows
- Accelerate adoption of AI/GenAI, automation, and self-service capabilities
- Build AI agents in Salesforce and other management tools
Nice to have
- 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
Full description
At Precisely, we're not just building software — we're shaping the future of data integrity. As a global leader in data quality, data enrichment, and location intelligence, Precisely helps thousands of the world's most trusted brands make confident decisions with data they can rely on. We're an AI-first organization, which means artificial intelligence isn't a buzzword here — it's woven into how we build products, how we work, and how we think about solving complex problems for our customers. When you join Precisely, you join a team of curious, driven innovators who believe that better data makes the world run better. If you're ready to do meaningful work at the intersection of AI and data — and help define what's possible — we'd love for you to apply!
Overview:
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.
What you will do:
- Program Strategy & Development
- 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
- Program Governance & Execution
- 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
- AI, Automation & Scale
- 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
- Cross-Functional Leadership
- 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
- Performance & Continuous Improvement