Sr. Program Manager, Premium Support Operations

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

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

#LI-DR1

#LI-Remote

Application and Interview Impersonation Notice : Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Precisely Software Incorporated (“Precisely”) is unlawful. If Precisely identifies such fraudulent conduct, then as applicable and to the extent permitted by law, the application will be rejected, an offer (if made) will be rescinded, or the employment will be terminated, and legal action may be taken against the impersonators.

The personal data that you provide as a part of this job application will be handled in accordance with relevant laws. For more information about how Precisely handles the personal data of job applicants, please see the Precisely Candidate Privacy Notice