Global Program Manager

The role

The Global Program Manager oversees the post-sale experience for large Enterprise customers. This person will coordinate implementation, customer success, and support efforts to ensure customers achieve value and modernize their R&D IT.

What you will do

• Oversee post-sale activities across implementation, support, customer success, and optimization services
• Develop implementation, governance, change management, risk management, escalation management, adoption, and success plans
• Liaise with customer leaders as a diplomatic and pragmatic partner
• 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
• Coordinate all Professional Services, Customer Success and Support activities
• Partner with Product Management to align customer needs with product roadmap
• Help shape the long-term strategy and vision for the Enterprise services business
• Inspire cross-functional account teams to accelerate growth
• Mentor, coach, and champion cross-functional account teams

Required qualifications

• Experience working with Life Sciences companies with an understanding of R&D processes and scientific concepts
• Ability to 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 ability to succeed in a matrixed environment
• At least 10+ years client facing implementation, program leadership and/or consulting experience
• Proven ability to lead large cross-functional post-sale teams
• Experienced in program and project management for multi-workstream enterprise SaaS deployments
• Experience in services commercials including SOWs, budgeting, resourcing, and change orders
• Excellent interpersonal skills in verbal, written and presentation formats
• Experience presenting to the C-suite
• Ability to work at customer site, or in the Boston office

Nice to have

• BS or advanced degree in Biology, Molecular Biology, Genetics, Biotechnology, Bioengineering or similar life science field
• GxP experience including software validation (CSV) at a life sciences or biotech company and/or vertical SaaS software company

Before you apply

• You'll complete a brief AI-focused exercise or discussion during the interview process

About the company

Benchling is the AI platform for biotech R&D. Over 200,000 scientists around the world use it to design experiments, capture structured data, and run AI agents and models.