Global Program Manager

Join Benchling, a leading life sciences R&D cloud platform, as a Global Program Manager. In this role, you will oversee the post-sale experience for our largest Enterprise customers, ensuring they achieve rapid time to value and see the value in expanding their relationship with Benchling. You will coordinate implementation, customer success, and customer support efforts to provide a seamless experience for our customers. The ideal candidate will have deep experience in Life Sciences R&D processes and scientific concepts, as well as operating in an enterprise SaaS environment.

• 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.
• Coordinate all Professional Services, Customer Success and Support activities to drive customer value, adoption, and advocacy.

• 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
• 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
• 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
• 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
• 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
• Experienced in program and project management for multi-workstream enterprise SaaS deployments including scope management, budget control, project and executive reporting, and project financials
• Ability to work at customer site, or in the Boston office based on customer and project needs
• GxP experience including software validation (CSV) at a life sciences or biotech company and/or vertical SaaS software company