Technical Account Manager
Technical Account Manager supporting enterprise life science customers post-go-live on the Benchling AI platform for biotech R&D. Manage Success Packages, optimize tenant configurations, build relationships with scientists and executives, and deliver accelerators while leveraging strong life sciences and Benchling expertise.
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.
- 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.
Skills
Benchling, Molecular Biology, Biochemistry, Genetics, Bioengineering, SQL, API Integrations, Python, Lucidchart, Smartsheet, Jira, Certinia, Project Management
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