Technical Account Manager

Supports enterprise life science customers after Benchling go-live by managing Success Packages, optimizing platform instances, leading implementation accelerators, and handling escalations. Requires hands-on Benchling expertise, life science education, laboratory experience, and strong customer-facing project management skills.

About the job

Responsibilities

Develop and maintain deep relationships with 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.
Partner with customers, Customer Experience stakeholders, and Sales to optimize customer Benchling instances, ensuring success, engagement, and influence on expansion outcomes.
Identify, communicate, and mitigate potential risks and issues affecting customer success, including budget, scope, product gaps, and adoption.
Lead and execute projects and assignments, including customer Benchling tenant configuration and maintenance, follow-up tasks, process documentation, new product-area enablement, and project accelerators.
Maintain and grow product knowledge, services-delivery knowledge, and offerings to support customers.
Develop and manage project plans for customer engagements, defining scope, timelines, milestones, and deliverables for Optimization Services Accelerators.

Requirements

Active hands-on Benchling experience and the ability to independently lead customer-facing Benchling engagements.
BS or M.Sc. in Molecular Biology, Biochemistry, Genetics, Bioengineering, or a similar life science field.
Experience in a laboratory or research setting, with the ability to empathize with scientists and understand complex scientific concepts.
Proficiency with business systems and project management tools such as Lucidchart, Smartsheet, Jira, and Certinia.
Strong written and verbal communication skills, including presentation skills and the ability to connect with scientists, project leads, and executives.
Autonomous, proactive, curious, creative, and tenacious approach.

Nice-to-haves

Technical experience with SQL, API integrations, or Python.
Familiarity with GxP or validated-environment requirements.

Compensation and Benefits

Full-time employees outside the U.S. receive a comprehensive benefits program tailored to their region of residence.
Starting pay is determined based on job-related skills, experience, qualifications, interview performance, and work location.
Flexible hybrid work arrangement with on-site work expected three days per week: Monday, Tuesday, and Thursday.