Senior Program Manager, Premium Support Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the complete lifecycle of Advanced, Enterprise, and Extended Support programs, from their design and launch through to adoption and expansion.

• Create scalable frameworks, processes, and best practices aimed at enhancing service delivery and customer engagement.

• Establish the strategy for next-generation premium offerings that align with company goals and customer lifecycle objectives.

• Develop governance models, success metrics, and reporting schedules.

• Manage program roadmaps, dependencies, risks, and milestones.

• Deliver executive updates regarding performance, risks, and growth opportunities.

• Foster the adoption of AI/GenAI, automation, and self-service functionalities.

• Construct AI agents within Salesforce and other management platforms.

• Spot opportunities to scale high-touch services while enhancing cost-to-serve, margins, and operational efficiency.

• Collaborate with Customer Success, Product Management, Sales, Marketing, and Support teams.

• Facilitate cross-functional execution and influence prioritization, investment decisions, and roadmap alignment.

• Define and monitor KPIs, analyze performance data, and convert insights into actionable recommendations.

• Work alongside sales teams to highlight the value of support offerings, validate quotes, ensure adherence to pricing, and drive conversions and upsells.

• Organize regional sales enablement sessions.

• Assist in strategic engagements with enterprise customers and act as an escalation point for premium support issues.

• Promote high levels of customer satisfaction.

⛳️ Requirements

• A minimum of 10 years of program management experience in SaaS or enterprise software.

• Demonstrated experience in leading customer-facing or premium support programs.

• In-depth knowledge of enterprise support models and customer lifecycle practices.

• Proven experience in collaborating with Sales, Product, and Support organizations.

• Background in accelerating the adoption of AI/GenAI, automation, and self-service capabilities.

• Experience in building AI agents in Salesforce and other management tools.

• Strong leadership, organizational, and execution skills (preferred but not mandatory).

• Ability to make data-driven decisions and focus on continuous improvement (preferred but not mandatory).

• Excellent, confident communication skills for executive-level interactions (preferred but not mandatory).

• Capacity to thrive in dynamic, fast-paced environments (preferred but not mandatory).

🏝️ Benefits

• 100% remote work opportunity from anywhere in the US.

• Travel is not a requirement.