{"schemaVersion":"jobsearcher.job.v1","id":"5d977a0f02263b3268f27736","url":"https://jobsearcher.com/jobs/5d977a0f02263b3268f27736","canonicalUrl":"https://jobsearcher.com/jobs/5d977a0f02263b3268f27736","title":"Remote Sr. Program Manager, Premium Support Operations","description":"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then as applicable and to the extent permitted by law, the application will be rejected, an offer (if made) will be rescinded, or the employment will be terminated, and legal action may be taken against the impersonators.Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 95 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a \"work from anywhere\" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely!Precisely is 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 their day-to-day workflows, able to evaluate AI-generated outputs critically, and open to continuously adopting new AI capabilities as they emerge.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 & DevelopmentManage the full lifecycle of Advanced, Enterprise, and Extended Support programs—from design and launch through adoption and expansionDevelop scalable frameworks, processes, and best practices to improve service delivery and strengthen customer engagementDefine the next-generation premium offering strategy and align it with company priorities and customer lifecycle objectivesProgram Governance & ExecutionCreate governance models, success metrics, and reporting rhythms to track program performanceOversee program roadmaps, dependencies, risks, and key milestonesProvide executive updates on performance, risks, and growth opportunitiesAI, Automation & ScaleAccelerate adoption of AI/GenAI, automation, and self-service capabilitiesBuild AI agents in Salesforce and other management toolsIdentify opportunities to scale high-touch services efficientlyImprove cost-to-serve, margins, and operational efficiencyCross-Functional LeadershipPartner with Customer Success, Product Management, Sales, Marketing, and Support to align enterprise program prioritiesCoordinate cross-functional execution of enterprise program initiativesInfluence prioritization, investment decisions, and roadmap alignmentPerformance & Continuous ImprovementDefine and track KPIs that measure program effectiveness, customer value, and business impactAnalyze performance data and translate insights into actionable recommendationsRefine processes to improve efficiency, scalability, and operational consistencySales Support & EngagementPartner 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 EngagementSupport strategic engagements with enterprise customersServe as an escalation point for premium support issuesDriving high levels of customer satisfactionWhat we are looking for:Required:10+ years of program management experience in SaaS or enterprise softwareProven experience leading customer-facing or premium support programsStrong knowledge of enterprise support models and customer lifecycle practicesExperience partnering with Sales, Product, and Support organizationsTravel is not requiredAI Skills/Knowledge:Accelerate adoption of AI/GenAI, automation, and self-service capabilitiesBuild AI agents in Salesforce and other management toolsPreferred Skills (a plus but not required): Strong leadership, organizational, and execution skillsData-driven decision-making and continuous improvementClear, confident executive communication skillsAbility to thrive in fast-paced, evolving environmentsThis position is 100% remote anywhere in the US #LI-DR1#LI-Remote 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","company":"Precisely","rawCompany":"precisely","city":"Lancaster","state":"CA","isRemote":true,"isActive":false,"createdAt":"2026-09-16T05:32:48.825Z","occupations":[{"code":"13-1082.00","title":"Project Management Specialists","slug":"project-management-specialists"},{"code":"11-3021.00","title":"Computer and Information Systems Managers","slug":"computer-and-information-systems-managers"},{"code":"15-1299.09","title":"Information Technology Project Managers","slug":"information-technology-project-managers"}],"industries":[{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Remote Sr. Program Manager, Premium Support Operations","description":"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.Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 95 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a \"work from anywhere\" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely!Precisely is 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 their day-to-day workflows, able to evaluate AI-generated outputs critically, and open to continuously adopting new AI capabilities as they emerge.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 & DevelopmentManage the full lifecycle of Advanced, Enterprise, and Extended Support programs—from design and launch through adoption and expansionDevelop scalable frameworks, processes, and best practices to improve service delivery and strengthen customer engagementDefine the next-generation premium offering strategy and align it with company priorities and customer lifecycle objectivesProgram Governance & ExecutionCreate governance models, success metrics, and reporting rhythms to track program performanceOversee program roadmaps, dependencies, risks, and key milestonesProvide executive updates on performance, risks, and growth opportunitiesAI, Automation & ScaleAccelerate adoption of AI/GenAI, automation, and self-service capabilitiesBuild AI agents in Salesforce and other management toolsIdentify opportunities to scale high-touch services efficientlyImprove cost-to-serve, margins, and operational efficiencyCross-Functional LeadershipPartner with Customer Success, Product Management, Sales, Marketing, and Support to align enterprise program prioritiesCoordinate cross-functional execution of enterprise program initiativesInfluence prioritization, investment decisions, and roadmap alignmentPerformance & Continuous ImprovementDefine and track KPIs that measure program effectiveness, customer value, and business impactAnalyze performance data and translate insights into actionable recommendationsRefine processes to improve efficiency, scalability, and operational consistencySales Support & EngagementPartner 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 EngagementSupport strategic engagements with enterprise customersServe as an escalation point for premium support issuesDriving high levels of customer satisfactionWhat we are looking for:Required:10+ years of program management experience in SaaS or enterprise softwareProven experience leading customer-facing or premium support programsStrong knowledge of enterprise support models and customer lifecycle practicesExperience partnering with Sales, Product, and Support organizationsTravel is not requiredAI Skills/Knowledge:Accelerate adoption of AI/GenAI, automation, and self-service capabilitiesBuild AI agents in Salesforce and other management toolsPreferred Skills (a plus but not required): Strong leadership, organizational, and execution skillsData-driven decision-making and continuous improvementClear, confident executive communication skillsAbility to thrive in fast-paced, evolving environmentsThis position is 100% remote anywhere in the US #LI-DR1#LI-Remote 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","datePosted":"2026-09-16T05:32:48.825Z","dateModified":"2026-09-16T05:32:48.825Z","hiringOrganization":{"@type":"Organization","name":"Precisely","sameAs":"https://jobsearcher.com"},"jobLocationType":"TELECOMMUTE","applicantLocationRequirements":{"@type":"Country","name":"US"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Lancaster","addressRegion":"CA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"5d977a0f02263b3268f27736"},"url":"https://jobsearcher.com/jobs/5d977a0f02263b3268f27736"}}