Global Program Manager

Global Program Manager Biotechnology is rewriting life as we know it, from the medicines we take, to the crops we grow, the materials we wear, and the household goods that we rely on every day. But moving at the new speed of science requires better technology. Benchling’s mission is to unlock the power of biotechnology. The world’s most innovative biotech companies use Benchling’s R&D Cloud to power the development of breakthrough products and accelerate time to milestone and market. Come help us bring modern software to modern science. ROLE OVERVIEW Benchling is seeking an experienced customer-facing Global Program Manager (GPM) to oversee the post-sale experience for our largest Enterprise customers. The GPM will partner closely with the Enterprise Account Executive to ensure that customers achieve rapid time to value and see the value in expanding their relationship with Benchling as they transform and modernize their R&D IT. The GPM will coordinate implementation, customer success, and customer support efforts to ensure customers have a seamless experience post-sale. The GPM must have deep experience in Life Sciences R&D processes and scientific concepts as well as operating in an enterprise SaaS environment and be adept at working with internal and external stakeholders at all levels. 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 cr ... (truncated, view full listing at source)