Technical Account Manager

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.
• Proactively partner with customers, CX stakeholders, and sales to optimize customers' Benchling 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 customers.
• Develop and manage project plans for customer engagements, including defining scope, timelines, milestones, and deliverables for Optimization Services Accelerators.

Requirements

• 2+ years active Benchling experience required; 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.
• Experience in a lab or research setting; ability to empathize with scientists and 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; excellent presenter who can quickly connect with a range of industry stakeholders, including scientists, project leads, and executive leadership.
• Autonomous and proactive; outstanding self-starter with the ability to succeed in a high-growth environment.
• Curious, creative, and tenacious; advocate for customers and willing to roll up sleeves to solve problems.

Nice-to-Haves

• Technical experience with SQL, API integration, Python, etc.
• Familiarity with GxP or validated environment requirements.