Global Program Manager

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
• You will help shape the long-term strategy and vision for the Enterprise services business
• You will inspire your cross-functional account team to accelerate our growth within the world’s largest biopharma companies by delivering exceptional customer experiences
• You will be seen as a trusted advisor who has the customer’s best interests in mind, even when it means having a hard conversation
• You will mentor, coach, and champion your cross-functional account team as you help them grow their professional skills
• You will contribute meaningfully to running a profitable services business that doesn’t sacrifice quality or customer success in doing so
• You will be a respected cross-functional partner to our Sales, Solutions, and Product teams, known for fairly advocating for both the customer and for Benchling

QUALIFICATIONS

Must haves

• 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.
• You are accountable and able to thrive in a fast-paced environment. You have 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 have

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