Solutions Delivery Manager

ROLE OVERVIEW

RESPONSIBILITIES

• Including, 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 WORK