Technical Account Manager

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

• Active Benchling experience required – candidates must demonstrate hands-on familiarity with Benchling and the ability to independently lead customer-facing Benchling engagements.
• 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