Sr. Program Manager, Premium Support Operations
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
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
Sales Support & Engagement
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.
Customer Engagement
Support strategic engagements with enterprise customers
Serve as an escalation point for premium support issues
Driving high levels of customer satisfaction
What we are looking for:
Required:
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
AI Skills/Knowledge:
Accelerate adoption of AI/GenAI, automation, and self-service capabilities
Build AI agents in Salesforce and other management tools
Preferred Skills (a plus but not required):
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
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