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Precisely is a leader in data integrity, empowering businesses to make confident decisions based on trusted data. The company serves more than 12,000 global organizations, including 95 of the Fortune 100, with a workforce of 2,500 employees across 30 countries and 20 offices on five continents.
The Senior Program Manager for Premium Support Operations will own 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.
Key responsibilities include:
**Program Strategy & Development**: Manage the full lifecycle of Advanced, Enterprise, and Extended Support programs from design through adoption and expansion. Develop scalable frameworks, processes, and best practices to improve service delivery and strengthen customer engagement. Define next-generation premium offering strategy aligned 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 while improving 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 and 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 articulate the value of new support offerings. Engage with the Deal Desk team to validate customer quotes and ensure pricing adherence. Collaborate with sales leadership to drive customer conversions and upsell motions. Organize regional sales enablement sessions to drive consistency in value proposition messaging and AI Agent usage.
**Customer Engagement**: Support strategic engagements with enterprise customers, serve as an escalation point for premium support issues, and drive high levels of customer satisfaction.
Precisely operates as an AI-first organization. All employees are expected to demonstrate proficiency in applying AI tools to accelerate their work, improve output quality, and eliminate low-value tasks. Candidates should be comfortable using generative AI tools (e.g., Microsoft Copilot, ChatGPT) in day-to-day workflows, able to evaluate AI-generated outputs critically, and open to continuously adopting new AI capabilities.
**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
- Ability to build AI agents in Salesforce and other management tools
- Proficiency with AI/GenAI tools and automation capabilities
**Preferred Skills:**
- Strong leadership, organizational, and execution skills
- Data-driven decision-making and continuous improvement mindset
- Clear, confident executive communication skills
- Ability to thrive in fast-paced, evolving environments
