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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