Global Program Manager
About The Position
Benchling is seeking an experienced, customer-facing Global Program Manager to oversee the post-sale experience for its largest Enterprise customers. The role partners closely with Enterprise Account Executives and customer leaders to accelerate time to value, support customers’ R&D IT transformations, and help grow customer relationships with Benchling. The Global Program Manager coordinates implementation, customer success, support, and optimization activities to provide a seamless post-sale experience. The position calls for deep familiarity with Life Sciences R&D processes and scientific concepts, experience in enterprise SaaS, and the ability to work effectively with internal and external stakeholders at all levels. The Global Program Manager will help shape the strategy and vision for Enterprise services, develop trusted customer and cross-functional partnerships, mentor account team members, and contribute to a profitable services business while maintaining service quality and customer success. The role has a flexible hybrid arrangement prioritizing in-office collaboration, with employees expected to be onsite three days per week (Monday, Tuesday, and Thursday). The employee may also work at customer sites or in the Boston office according to customer and project needs.
Requirements
- Passion for and experience working with Life Sciences companies, including an understanding of R&D processes and scientific concepts; ability to build trust with scientific, informatics, IT, and Director/VP-level audiences at major biotech and pharma companies.
- Accountability, ability to thrive in a fast-paced environment, executive presence, and success operating in a matrixed environment with accountability without authority.
- At least 10 years of client-facing implementation, program leadership, and/or consulting experience, with a record of successfully running large-scale programs; Life Sciences or Biotechnology sponsor or software experience is ideal.
- Ability to lead large cross-functional post-sale teams delivering transformational change, with strong relationship, project management, organizational, and commercial skills across professional services, customer support, customer success, product, marketing, strategy, and sales.
- Program and project management experience with multi-workstream enterprise SaaS deployments, including scope management, budget control, project and executive reporting, and project financials.
- Experience with services commercials, including statements of work, budgeting, resourcing, and change orders.
- Excellent verbal, written, and presentation skills, including experience presenting to the C-suite.
- Ability to work at customer sites or in the Boston office based on customer and project needs.
Nice To Haves
- GxP experience, including software validation (CSV), at a Life Sciences or biotech company and/or vertical SaaS software company.
- BS or advanced degree in Biology, Molecular Biology, Genetics, Biotechnology, Bioengineering, or a similar life science field; equivalent professional experience working with Life Sciences R&D processes and/or healthcare technology is also accepted.
Responsibilities
- Oversee post-sale activities across implementation, support, customer success, and optimization services for one or 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.
- Act as a diplomatic and pragmatic partner to customer leaders, operating with urgency to deliver a high-quality customer experience.
- Partner with the Enterprise Account Executive to ensure a seamless customer experience and grow the account.
- Support development of customer experience and other services proposals with account and program subject matter expertise.
- Coordinate Professional Services, Customer Success, and Support activities to drive customer value, adoption, and advocacy.
- Partner with Product Management to maintain strategic engagement and align customer needs with the product roadmap.
- Help shape the long-term strategy and vision for the Enterprise services business.
- Inspire the cross-functional account team to accelerate growth within large biopharma companies by delivering exceptional customer experiences.
- Serve as a trusted advisor who acts in the customer’s best interests, including having difficult conversations when needed.
- Mentor, coach, and champion cross-functional account team members as they develop their professional skills.
- Contribute to a profitable services business without sacrificing quality or customer success.
- Partner with Sales, Solutions, and Product teams, fairly advocating for both the customer and Benchling.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
