# Global Program Manager

**Company**: Benchling
**Location**: San Francisco, CA
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: Full time
**Salary**: $151,725 - $241,500
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://jobs.ashbyhq.com/benchling/9ff817e6-9274-4613-9ac3-1bc012b7ff8a?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_0a062c8d-c67

## Description

Benchling is seeking an experienced customer-facing Global Program Manager (GPM) to oversee the post-sale experience for its 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.

**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 a 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 the cross-functional account team to accelerate growth within the world's largest biopharma companies by delivering exceptional customer experiences

- Be a trusted advisor who has the customer's best interests in mind, even when it means having a hard conversation

- Mentor, coach, and champion the 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 Benchling

**Qualifications**

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

- Experience working with Life Sciences R&D processes and scientific concepts, and engaging with scientific, informatics, IT, and Director/VP level audiences in top-20 Biotech and Pharma companies

- At least 10+ years of client-facing implementation, program leadership, and/or consulting experience, with a 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

- Experience 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 a similar life science field preferred, or equivalent professional experience working with Life Sciences R&D processes and/or healthcare technology

**Compensation**

- The salary range for this position is $151,725 - $241,500 per year.

- Benchling offers a comprehensive benefits program, including equity, health, dental, vision, 401(k) + employer match, wellness, commuter, and more.

**How We Work**

- We offer a flexible hybrid work arrangement that prioritizes in-office collaboration. Employees are expected to be on-site 3 days per week (Monday, Tuesday, and Thursday).

## Skills

### Required
- Life Sciences R&D processes
- scientific concepts
- enterprise SaaS environment
- program management
- project management
- customer success
- customer support

### Nice to have
- GxP experience
- software validation (CSV)

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/benchling/9ff817e6-9274-4613-9ac3-1bc012b7ff8a?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)