Remote Lead, AI-Driven Premium Support Programs

Precisely; United States; On-site; USD 120,000 - 160,000; Full time

Job summary

Precisely is a global leader in data quality, enrichment, and location intelligence, hiring for a Senior Program Manager to drive Advanced, Enterprise, and Extended Support offerings. You will partner with Customer Success, Product, Sales, Marketing, and Support to scale premium programs and AI-enabled services across global teams.

The role is 100% remote in the United States with no travel required, focusing on measurable customer value, revenue growth, and operational excellence.

Qualifications

• 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.

Responsibilities

• 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.
• 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.
• Support strategic engagements with enterprise customers
• Serve as an escalation point for premium support issues
• Driving high levels of customer satisfaction

Skills

Program management

SaaS

Customer-facing programs

Cross-functional leadership

AI in enterprise

Tools

Salesforce

CRM systems

Data analytics tools

Job description

Precisely is a global leader in data quality, enrichment, and location intelligence, hiring for a Senior Program Manager to drive Advanced, Enterprise, and Extended Support offerings. You will partner with Customer Success, Product, Sales, Marketing, and Support to scale premium programs and AI-enabled services across global teams.

The role is 100% remote in the United States with no travel required, focusing on measurable customer value, revenue growth, and operational excellence.