We are currently seeking a Director, Customer Engagement and Delivery to join our team. Reporting directly to the SVP of Account Services and Delivery in Go-To-Market, this is a blend of customer success (70%) with project management (30%), working directly with big pharma scientists to drive platform adoption and usage. This role involves establishing team structure and processes, fostering a culture of collaboration, and guiding a dynamic team through change and growth. The ideal candidate has a strong background in customer success, team leadership, and change management, with a proven track record of driving adoption and scaling teams. They will collaborate with key stakeholders to ensure customer satisfaction, retention, and the successful delivery of our value proposition.
You Will:
- Be able to rapidly iterate on existing processes and develop new ways to level up the team through shared best practices
- Lead and mentor the delivery team to achieve business goals and excel in their roles
- Foster a culture of collaboration, innovation, and high performance within the delivery team
- Ensure the department has the necessary technological resources and training
- Actively contribute to customer success by participating in client discussions ( in-person and remote) and implementing proven engagement strategies
- Build strong customer relationships, driving ongoing engagement and user satisfaction
- Experience with managing executive relationships and building stories through presentations to support impact across our customer base
- Experience driving adoption and creating onboarding & training plans
- Collaborate with cross-functional teams to develop and execute account-specific adoption strategies
- Be comfortable manipulating data and guiding data-driven decisions
- Define and monitor service metrics, identifying trends and areas for improvement
- Have familiarity with tactics and strategies to grow usage and engagement of software technologies
- Ability to lead and problem-solve in white space / new situations
- Managing complex programs, ensuring successful deployment and adoption of our AI platform for drug discovery
- Monitor and report on project progress, ensuring timely delivery within scope and budget
- Proactively identify and mitigate risks, driving continuous improvement in delivery processes
- Develop and implement best practices and tools for delivery management
- Champion the customer perspective in the design and development of tools and technology
- Optimize service delivery through effective cross-functional coordination and communication
You Have:
- 7+ years leading complex program delivery, with 3+ years in hyper-growth settings
- 7-10+ years driving customer engagement and success within a SaaS environment, with proven team leadership skills.
- Pharma experience is an asset
- Proficient in project management tools, methodologies, data analysis, and reporting
- Demonstrated ability to influence, build relationships, and drive cross-functional collaboration at all levels
- Skilled in mentoring, coaching, conflict resolution, and proactive problem-solving
- Strong leadership focused on change management, strategic thinking, and high-performing team development
- Data-driven decision-maker with excellent project management and organizational abilities
- Ability to travel 20% of the time to client locations, including some overnight travel
Benefits and Perks:
An engaging remote-first culture
A great compensation package that includes BenchSci equity options
A robust vacation policy plus an additional vacation day every year
Company closures for 14 more days throughout the year
Flex time for sick days, personal days, and religious holidays
Comprehensive health and dental benefits.
Annual learning & development budget
A one-time home office set-up budget to use upon joining BenchSci
An annual lifestyle spending account allowance
Generous parental leave benefits with a top-up plan or paid time off options
The ability to save for your retirement coupled with a company match!
About BenchSci:
BenchSci's mission is to exponentially increase the speed and quality of life-saving research and development. We empower scientists to run more successful experiments with the world's most advanced, biomedical artificial intelligence software platform.
Backed by Generation Investment Management, TCV, Inovia, F-Prime, Golden Ventures, and Google's AI fund, Gradient Ventures, we provide an indispensable tool for scientists that accelerates research at 16 top 20 pharmaceutical companies and over 4,300 leading academic centers. We're a certified Great Place to Work®, and top-ranked company on Glassdoor.
Our Culture:
BenchSci relentlessly builds on its strong foundation of culture. We put team members first, knowing that they're the organization's beating heart. We invest as much in our people as our products. Our culture fosters transparency, collaboration, and continuous learning.
We value each other's differences and always look for opportunities to embed equity into the fabric of our work. We foster diversity, autonomy, and personal growth, and provide resources to support motivated self-leaders in continuous improvement.
You will work with high-impact, highly skilled, and intelligent experts motivated to drive impact and fulfill a meaningful mission. We empower you to unleash your full potential, do your best work, and thrive. Here you will be challenged to stretch yourself to achieve the seemingly impossible. Learn more about our
culture.
Diversity, Equity and Inclusion: We're committed to creating an inclusive environment where people from all backgrounds can thrive. We believe that improving diversity, equity and inclusion is our collective responsibility, and this belief guides our DEI journey. Learn more about our
DEI initiatives.
Accessibility Accommodations: Should you require any accommodation, we will work with you to meet your needs. Please reach out to
[email protected].
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