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Head of Professional Services, EMEA

Benchling· Customer Experience
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RemoteFull-timePosted 3w ago

About the role

Head of Professional Services, EMEA responsible for the growth and excellence of the professional services team in Europe, overseeing deployment success, customer satisfaction, and value realization from Benchling products. Combines strategic leadership with hands-on execution and partners across Customer Experience and Sales to drive growth and ensure best-in-class enterprise software implementation practices.

Responsibilities

  • Own end-to-end delivery quality, timeline, and performance across EMEA Professional Services engagements
  • Partner globally to set and enforce delivery standards for complex, validated, and regulated environments
  • Serve as an escalation point for at-risk engagements, partnering with Customer Success and Support to resolve cross-functional customer issues
  • Lead, grow, and retain a distributed team across Europe, with a focus in Zurich and London/Cambridge
  • Ensure team structure and incentive models hit utilization targets and foster long-term client relationships
  • Build a strong bench through hiring, onboarding, and career pathing for implementation consultants and specialists
  • Lead and develop managers to excellence
  • Manage relationships with systems integrator and delivery partners supporting EMEA capacity
  • Determine where partner delivery capacity should be used vs. built in-house, and manage transition points
  • Own SOW scoping, staffing forecasts, and financial performance for the EMEA PS book of business
  • Partner with Sales on deal structuring for new implementations, expansions, and renewals with a services component
  • Provide accurate capacity and revenue forecasting to leadership
  • Represent Professional Services in executive business reviews with enterprise pharma and biotech clients
  • Build trusted relationships with technical and scientific stakeholders
  • Champion the adoption of AI delivery practices within the PS team and with customers

Qualifications

  • 8+ years in professional services, implementation, or delivery leadership roles within enterprise software; life sciences, pharma, biotech, or scientific software strongly preferred
  • Ability to develop fluency with Biotech R&D processes and scientific concepts; ability to interface with VP and C-Level Scientific & Research IT leaders in top Biotech and Pharma companies
  • Background building and leading teams with technical, business/scientific, and consulting skills for delivery success
  • Proven experience leading distributed teams across multiple European countries
  • Experience leading and developing managers who own delivery quality and execution
  • Direct experience managing delivery through third-party systems integrator partners
  • Strong commercial acumen: experience with SOW economics, margin, and forecasting
  • Executive presence with technical and scientific buyers; ability to run high-stakes EBRs and escalations
  • Fluency in English required; additional European languages (German, French) a strong plus
  • Genuine enthusiasm for AI-enabled delivery models

Skills

Required:Delivery leadershipTeam leadershipPartner managementSOW scoping & forecasting

Benefits

  • Flexible hybrid work arrangement with on-site 3 days per week (Monday, Tuesday, Thursday)
Last updated Oct 22, 2026. Interested? Apply on the company site.
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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.

BioresearchBioprocessIn VivoConnectGene therapyCell therapyAntibodies and proteinsRNA therapeutics
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