Technical Account Manager

Benchling is building a world-class Customer Experience organization to drive the adoption of our platform across our rapidly growing customer base. The Technical Account Manager (TAM) plays a key role within the Optimization Services organization through directly supporting our customers as they leverage Benchling to transform how their research teams work together, post-go-live. This role is based in Zurich and will serve as the primary TAM supporting Benchling’s EMEA customer base, with an emphasis on enterprise life science accounts. The successful candidate will bring existing Benchling product expertise and the ability to quickly take ownership of an established book of business, including accounts with complex, multi-workstream Success Packages. The TAM works closely with Customer Success, Professional Services, and Support, in order to deliver a high quality, proactive Benchling experience for our customers. This role requires strong scientific acumen, project management skills, the ability to build trust with stakeholders ranging from bench scientists to heads of R&D and IT leadership.

Responsibilities

Develop and maintain deep relationships with our 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’s 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 our customers; Develop and manage project plans for customer engagements, including defining scope, timelines, milestones, and deliverables for Optimization Services Accelerators

Requirements

Active Benchling experience required; candidates 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 required; 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 and can quickly connect with a range of industry stakeholders; Autonomous and proactive; outstanding self-starter approach with the ability to be successful in a high-growth environment; Curious, creative, and tenacious; advocate for customers

Nice to have

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

Benefits

Comprehensive benefits program tailored to region of residence; Flexible hybrid work arrangement