Leader, Professional Services

Responsibilities

• Lead, coach, and develop a team of Implementation Managers, fostering excellence, collaboration, and continuous learning.
• Define Professional Services strategy, optimize implementation processes, and scale the team effectively.
• Provide hands-on guidance during complex implementations and serve as an escalation point for technical challenges or critical customer situations.
• Drive accountability for on-time, on-budget, high-quality project delivery.
• Partner with Sales, Customer Success, Product, and Engineering to deliver seamless customer experiences.
• Understand customer needs and scientific workflows, translating insights into product and Professional Services improvements.
• Represent Benchling's scientific and technical credibility with biotech and pharmaceutical customers.
• Track team performance metrics and implement changes to improve implementation velocity and customer satisfaction.
• Collaborate with Professional Services leadership across regions on global initiatives.

Requirements

• Master's or PhD in Molecular Biology, Biochemistry, Biotechnology, Immunology, Bioinformatics, Biological Engineering, or a related field.
• At least 4 years of experience in a laboratory or R&D setting, ideally in antibody discovery, strain engineering, chemistry, or process development.
• Software implementation experience with a SaaS software company.
• Ability to understand complex scientific concepts and empathize with scientists.
• At least 2 years in a lead or people manager role, with demonstrated success building and developing high-performing teams.
• Strong communication skills with scientists, IT project leads, and executives.
• Ability to work independently in a startup environment, navigate ambiguity, and adapt to shifting priorities.
• Ability to travel up to 25% based on customer and project needs.

Work Arrangement

• Flexible hybrid arrangement with expected in-office collaboration 3 days per week: Monday, Tuesday, and Thursday.