ROLE OVERVIEW Benchling is building a world-class Customer Experience organization to drive the adoption of our platform across our rapidly growing customer base. The Technical Account Manager (TAM) plays a key role within the Optimization Services organization through directly supporting our customers as they leverage Benchling to transform how their research teams work together, post-go-live.
This role is based in Boston and will serve as the primary TAM supporting Benchling's customer base, with an emphasis on enterprise life science accounts. The successful candidate will bring existing Benchling product expertise and the ability to quickly take ownership of an established book of business, including accounts with complex, multi-workstream Success Packages.
The TAM works closely with Customer Success, Professional Services, and Support, in order to deliver a high quality, proactive Benchling experience for our customers. This role requires strong scientific acumen, project management skills, the ability to build trust with stakeholders ranging from bench scientists to heads of R&D and IT leadership.
You will collaborate closely with internal and external teams to influence best practices and direction of the customers' post-go-live experience. You will be responsible for liaising with key customer stakeholders to optimize their Benchling experience and be the point person for escalation management. You will be responsible for delivering on the commitments of Optimization Services within the Benchling Success Packages and delivery of commitments will include maintaining the client relationship and Benchling instance via regularly scheduled meetings and check-ins. You will also be responsible for advising, proactively selecting, and executing on Optimization Services Accelerators, fixed scope, short-duration, "sprint-based" projects that enhance specific aspects of the customer Benchling tenant and configuration.
RESPONSIBILITIES Develop and maintain deep relationships with our customers, including scientists, heads of research, IT managers, and other stakeholders.
- Act as the main point of contact for Success Package delivery post-go-live; manage multiple accounts simultaneously with minimal oversight
- Proactively partner with customers, CX stakeholders and sales to optimize customers Benchling's instance to ensure success, engagement, and influence expansion outcomes.
- Proactively identify, communicate, and mitigate potential risks and issues that could impact customer success (budget, scope, product gaps, adoption)
- Lead and execute projects and assignments as needed, including configuration and maintenance of customer Benchling tenant, dedicated follow up tasks, process documentation, new product area enablement, and delivery of project accelerators
- Proactively maintain and grow product knowledge, services delivery knowledge, and offerings to best support our customers.
- Develop and manage project plans for customer engagements, including defining scope, timelines, milestones, and deliverables for Optimization Services Accelerators.
QUALIFICATIONS 2+ Years active Benchling experience required - candidates must demonstrate hands-on familiarity with Benchling and the ability to independently lead customer-facing Benchling engagements.
- For internal candidates 1+ years at Benchling preferred with a minimum of 9 months of sustained client-facing services experience and proven ability to lead customer-facing or Professional Services workstreams with little to no assistance.
- BS or M.Sc. in Molecular Biology, Biochemistry, Genetics, Bioengineering, or similar life science field, required.
- Experience in a lab or research setting; ability to empathize with scientists and can quickly understand complicated scientific concepts.
- Skilled in internal business systems and project management tools, including LucidChart, Smartsheets, Jira, Certinia, etc.
- Strong written and verbal communication skills; you are an excellent presenter and can quickly connect with a range of industry stakeholders, including scientists, project leads, and executives leadership.
- Autonomous and proactive; outstanding self-starter approach with the ability to be successful in a high-growth environment.
- Curious, creative, and tenacious; you are an advocate for customers and roll up your sleeves to help get a problem solved or a customer on-boarded.
BONUS IF YOU HAVE- Technical experience with SQL, API integration, Python, etc.
- Familiarity with GxP or validated environment requirements
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).
