Global Program Manager
About The Position
Benchling is rebuilding biotech for the AI era, aiming to compress decades of R&D work into years by integrating AI and structured scientific data into scientific processes. Benchling is the AI platform for biotech R&D, used by over 200,000 scientists globally in academic labs and leading biopharma companies. The company is committed to AI fluency for its employees and incorporates an AI-focused exercise into its interview process. This role is for an experienced customer-facing Global Program Manager (GPM) to manage the post-sale experience for Benchling's largest Enterprise customers. The GPM will collaborate with Enterprise Account Executives to ensure customers achieve rapid value and see the benefits of expanding their relationship with Benchling as they modernize their R&D IT. The GPM will coordinate implementation, customer success, and customer support to provide a seamless post-sale experience. The ideal candidate will have deep experience in Life Sciences R&D processes and scientific concepts, experience in an enterprise SaaS environment, and the ability to work effectively with internal and external stakeholders at all levels.
Requirements
- Passionate about and experience working with Life Sciences companies with an understanding of R&D processes and scientific concepts.
- Must be able to confidently engage and build trust with scientific, informatics, IT, and Director/VP level audiences in top-20 Biotech and Pharma companies.
- Accountable and able to thrive in a fast-paced environment.
- Strong executive presence and succeed in a matrixed environment where you have accountability without authority.
- At least 10+ years client facing implementation, program leadership and/or consulting experience, with demonstrated record of successfully running large scale programs, ideally in the Life Sciences or Biotechnology sponsor or software space.
- Proven ability to lead large cross-functional post-sale teams to deliver transformational change with superior relationship, project management, organizational, and commercial skills. This includes work across professional services, customer support, customer success, product, marketing, strategy, and sales.
- Experienced in program and project management for multi-workstream enterprise SaaS deployments including scope management, budget control, project and executive reporting, and project financials.
- Experience in services commercials including SOWs, budgeting, resourcing, and change orders.
- Excellent interpersonal skills in verbal, written and presentation formats and experience presenting to the C-suite.
- Ability to work at customer site, or in the Boston office based on customer and project needs.
- BS or advanced degree in Biology, Molecular Biology, Genetics, Biotechnology, Bioengineering or similar life science field preferred, or equivalent professional experience working with Life Sciences R&D processes and/or healthcare technology.
Nice To Haves
- GxP experience including software validation (CSV) at a life sciences or biotech company and/or vertical SaaS software company.
Responsibilities
- Oversee post-sale activities across implementation, support, customer success, and optimization services for one or more more Enterprise customers
- Partner with customer leaders and Benchling account teams to develop implementation, governance, change management, risk management, escalation management, adoption, and success plans that accelerate customer digital transformations
- Liaise with customer leaders and be known as a diplomatic, pragmatic partner, who operates with sense of urgency to effect a best in class customer experience
- Partner with the Enterprise AE to ensure seamless customer experience and grow the account
- Support the development of customer experience sales proposals and other services proposals with account, and/or program subject matter expertise
- Coordinate all Professional Services, Customer Success and Support activities to drive customer value, adoption, and advocacy
- Partner with Product Management to maintain strategic engagement and alignment of customer needs with product roadmap
- Help shape the long-term strategy and vision for the Enterprise services business
- Inspire your cross-functional account team to accelerate our growth within the world’s largest biopharma companies by delivering exceptional customer experiences
- Be seen as a trusted advisor who has the customer’s best interests in mind, even when it means having a hard conversation
- Mentor, coach, and champion your cross-functional account team as you help them grow their professional skills
- Contribute meaningfully to running a profitable services business that doesn’t sacrifice quality or customer success in doing so
- Be a respected cross-functional partner to our Sales, Solutions, and Product teams, known for fairly advocating for both the customer and for Benchling
Benefits
- flexible hybrid work arrangement that prioritizes in-office collaboration
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
