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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing the full lifecycle of Advanced, Enterprise, and Extended Support programs, with a strong focus on customer engagement, AI/GenAI adoption, and operational efficiency. Proven ability to develop frameworks, define KPIs, and provide executive updates to drive strategic initiatives.
Highest-signal resume keywords
Program Management ExperienceCustomer-Facing Support ProgramsAI/GenAI AdoptionSalesforce Management ToolsData-Driven Decision-Making
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Program ManagementCustomer Lifecycle PracticesGovernance ModelsKPI TrackingPerformance Data AnalysisService Delivery ImprovementOperational EfficiencyRisk ManagementFramework DevelopmentSuccess Metrics
Soft Skills
LeadershipOrganizational SkillsExecution SkillsClear CommunicationAdaptability
Tools & Technologies
SalesforceAI AgentsAutomation ToolsManagement Tools
Industry Keywords
SaaSEnterprise SoftwareCustomer SuccessCross-Functional CollaborationSales Enablement
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 100% remote work anywhere in the US
- Travel is not required