Senior Program Manager, Premium Support Operations

🔥 2 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

📋 Program Manager

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👻 Ghost score 12%

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Precisely

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2011

🏢 Enterprise

☁️ SaaS

🔐 Security

💰 Private Equity Round on 2022-04

Enterprise • SaaS • Security

Precisely is a comprehensive data integrity and data intelligence company serving enterprises worldwide. It provides a range of products focused on achieving data accuracy, consistency, and context, such as the Data Integrity Suite, location intelligence solutions, and security and event management tools. The company's solutions include data integration, data management, spatial analytics, and process automation, supporting platforms like AWS, Microsoft Azure, IBM systems, SAP, and ServiceNow. Precisely helps organizations enhance their customer engagement and decision-making processes by transforming data into strategic assets, promoting high availability, disaster recovery, and compliance with security regulations.

📋 Description

• 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 customer engagement • Define next-generation premium offering strategy aligned with company priorities and customer lifecycle objectives • Create governance models, success metrics, and reporting rhythms • Oversee program roadmaps, dependencies, risks, and 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 and improve cost-to-serve, margins, and operational efficiency • Partner with Customer Success, Product Management, Sales, Marketing, and Support • Coordinate cross-functional execution and influence prioritization, investment decisions, and roadmap alignment • Define and track KPIs, analyze performance data, and translate insights into recommendations • Partner with sales teams to articulate support-offering value, validate quotes, ensure pricing adherence, drive conversions and upsells • Organize regional sales enablement sessions • Support strategic enterprise-customer engagements and serve as an escalation point for premium support issues • Drive high levels of customer satisfaction

🎯 Requirements

• 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 • Experience accelerating adoption of AI/GenAI, automation, and self-service capabilities • Experience building AI agents in Salesforce and other management tools • Strong leadership, organizational, and execution skills (preferred, not required) • Data-driven decision-making and continuous improvement (preferred, not required) • Clear, confident executive communication skills (preferred, not required) • Ability to thrive in fast-paced, evolving environments (preferred, not required)

🏖️ Benefits

• 100% remote work anywhere in the US • Travel is not required

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