Global Program Manager

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
• 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 cross-functional account team to accelerate 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 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
• Be a respected cross-functional partner to Sales, Solutions, and Product teams, known for fairly advocating for both the customer and for Benchling

Requirements

• Passionate about and experience working with Life Sciences companies with an understanding of R&D processes and scientific concepts; 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 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

Nice-to-Haves

• GxP experience including software validation (CSV) at a life sciences or biotech company and/or vertical SaaS software company