[Remote] Sr. Program Manager, Premium Support Operations

Note: The job is a remote job and is open to candidates in USA. Precisely is a global leader in data quality, data enrichment, and location intelligence, using AI to help organizations make confident decisions with trusted data. The Senior Program Manager will lead the strategy, execution, and continuous evolution of premium support programs, driving customer value, revenue growth, and operational scalability. The role partners across Support, Product, Sales, Marketing, and Customer Success to improve offerings, adopt AI and automation, and support enterprise customer engagement.

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

Skills

• 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
• Travel is not required
• Accelerate adoption of AI/GenAI, automation, and self-service capabilities
• Build AI agents in Salesforce and other management tools
• 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
• This position is 100% remote anywhere in the US

Benefits

• This position is 100% remote anywhere in the US

Company Overview

Company H1B Sponsorship