ROLE OVERVIEWThe Solutions Delivery Manager is responsible for ensuring Benchling solution development, coverage, efficacy, quality, and enablement across the Customer Experience team. Operating at the intersection of our product suite and our customers, this dynamic role focuses on translating our product capabilities into effective solutions to match our customers' scientific use cases, and enabling the broader CX organization to operationalize around Benchling's best practices. Solutions Delivery Manager works cross-functionally with Benchling's build organization, as well as across the CX departments, to develop robust solutions that can deliver value to our customers, while improving internal knowledge and productivity.
Chemistry is one of Benchling's newest and most exciting product areas - unlocking an entirely new group of companies, scientists, and science to be done on Benchling. This role will help navigate a budding product area through to market adoption, partnering closely with internal product, enablement, and delivery teams, while working directly with customers to build trust and help shape our vision in this space.
Successful Solutions Delivery Managers will harness the knowledge and experience Benchling has gained across thousands of customer engagements, and leverage previous and learned experience to serve as an expert across scientific domains and modalities served by Benchling. They will develop, and continuously improve our solutions as both the science and Benchling product capabilities evolve. A successful candidate will be comfortable working across teams and systems, often with no existing guidance or playbook, to deliver impactful solutions and value aligned with our department and team goals.
RESPONSIBILITIESIncluding, but not limited to:
- Navigate a budding product area through to market adoption - partnering with internal product, enablement, and delivery teams, while working directly with customers to build trust and shape our vision in this space
- Serve as a key advisor on customer accounts as an expert in the scientific and product space
- Deliver services and oversee services engagements to ensure high quality solution and delivery
- Build a roadmap of solution assets to deliver impactful solutions to the broader CX organization
- Build and maintain solution assets, such as best practices documents
- Train and educate the broader CX organization through various means (e.g. create documentation, drive enablement initiatives, refresh solutions, advise on customer engagements, etc.)
- Collaborate across CX departments to reflect customer learnings into solution assets
- Operationalize Benchling's new product introduction motions to deliver new product insights
- Work cross-functionally with Sales, Marketing, and Strategy teams to align on product value and customer messaging
- Learn existing and new verticals that Benchling services
QUALIFICATIONS- Scientific and Benchling Knowledge
- Fluency in medicinal chemistry or PD chemistry, ideally both
- Fluency in a chemistry-focused lab informatics tool
- Knowledge of Benchling's Platform and solutions, and technical proficiency with Benchling products is preferred
- Customer Readiness
- Experienced customer experience professional with a strong track record in overseeing the success of customer engagements
- Superior customer service skills - the ability to be empathetic, accurate, resourceful, and conscientious with a sense of urgency
- Problem Solving and Collaborative Success
- Excellent oral and written communication skills to work effectively with others both inside and outside departmental boundaries, at remote locations and/or outside the company
- Demonstrate ability to analyze and resolve complex problems and rapidly assimilate new knowledge and information
- Flexible and able to adjust on the fly to new demands; a high sense of urgency, tendency towards action, and comfortable working through ambiguity to independently make progress on individual and team goals
- Experience and Educational Requirements
- 6+ years of lab experience in medicinal chemistry, PD chemistry, or a closely related field
- 2+ years experience in customer service or customer-facing roles
- Bachelor's degree in chemistry, or life sciences related field is required (biology, microbiology, genetics, biotechnology, neurology, etc.)
- Ph.D. in chemistry is preferred
HOW WE WORKWe 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).
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