Solutions Delivery Manager

ROLE OVERVIEW

The Solutions Delivery Manager is responsible for ensuring Benchling solution development, coverage, efficacy, quality, and enablement across the Customer Experience team. Operating at the intersection of our product suite and our customers, this dynamic role focuses on translating our product capabilities into effective solutions to match our customers’ scientific use cases, and enabling the broader CX organization to operationalize around Benchling’s best practices. Solutions Delivery Manager works cross-functionally with Benchling’s build organization, as well as across the CX departments, to develop robust solutions that can deliver value to our customers, while improving internal knowledge and productivity.

Successful Solutions Delivery Managers will harness the knowledge and experience Benchling has gained across thousands of customer engagements, and leverage previous and learned experience to serve as an expert across scientific domains and modalities served by Benchling. They will develop, and continuously improve our solutions as both the science and Benchling product capabilities evolve. A successful candidate will be comfortable working across teams and systems, often with no existing guidance or playbook, to deliver impactful solutions and value aligned with our department and team goal.

RESPONSIBILITIES

Including, but not limited to:

• Build and maintain solution assets, such as best practices documents
• Operationalization of Benchling’s new product introduction motions to deliver new product insights
• Train and educate the broader CX organization through various means (e.g. create documentation, drive enablement initiatives, refresh solutions, advise on customer engagements, etc.)
• Build a roadmap of solution assets to deliver impactful solutions to the broader CX organization
• 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
• Collaborate across CX departments to reflect customer learnings into solution assets
• Deliver services and oversee services engagements to ensure high quality solution and delivery

QUALIFICATIONS

Scientific and Benchling Knowledge

• Deep knowledge of Benchling’s Platform and solutions, and technical proficiency with Benchling products
• Deep experience and knowledge of at least one scientific vertical served by Benchling

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

• 4+ years experience in a relevant scientific domain. Experience in antibody engineering, modified biologics, process development, or analytical development preferred
• 2+ years experience in implementing and solution development with Benchling
• Bachelor's degree in a life sciences related field is required (biology, microbiology, genetics, biotechnology, neurology, etc.)
• Ph.D. or direct research and lab experience is preferred

HOW WE WORK

Flexible Hybrid Work: We offer a flexible hybrid work arrangement that prioritizes in-office collaboration. Employees are expected to be on-site 3 days per week.

SALARY RANGE

Benchling takes a market-based approach to pay.  The candidate's starting pay will be determined based on job-related skills, experience, qualifications, interview performance, and work location. For this role the base salary range is $149,623 - $202,431. 

To help you determine which zone applies to your location, please see this resource. If you have questions regarding a specific location's zone designation, please contact a recruiter for additional information.

Total Compensation includes the following:

• Competitive total rewards package
• Broad range of medical, dental, and vision plans for employees and their dependents
• Fertility healthcare and family-forming benefits
• Four months of fully paid parental leave
• 401(k) + Employer Match
• Commuter benefits for in-office employees and a generous home office set up stipend for remote employees
• Mental health benefits, including therapy and coaching, for employees and their dependents
• Monthly Wellness stipend
• Learning and development stipend
• Generous and flexible vacation
• Company-wide Winter holiday shutdown
• Sabbaticals for 5-year and 10-year anniversaries

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