Solutions Delivery Manager
About the role
The Solutions Delivery Manager ensures Benchling solution development, coverage, efficacy, quality, and enablement across the Customer Experience team. They translate product capabilities into effective solutions for customer scientific use cases, enable the CX organization with best practices, and collaborate cross-functionally to deliver value and improve internal knowledge and productivity. Focus includes navigating a budding product area (Chemistry) to market adoption, serving as a scientific/product expert, and shaping solution assets and enablement.
Responsibilities
- 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
- 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 (biology, microbiology, genetics, biotechnology, neurology, etc.)
- Ph.D. in chemistry is preferred
- 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
- Experienced customer experience professional with a strong track record in overseeing the success of customer engagements
- Superior customer service skills – empathetic, accurate, resourceful, and conscientious with urgency
- Excellent oral and written communication skills; ability to analyze and resolve complex problems; comfortable working through ambiguity
Skills
Benefits
- Equity
- Health, dental, vision
- 401(k) + employer match
- Wellness
- Commuter
- And more within comprehensive benefits program for full-time U.S. employees
About Benchling
Cloud-based platform for biotech R&D | Benchling
Benchling is a cloud-based platform for biotechnology research and development and the only biology-first platform for scientific data, collaboration, and insights.
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