Head of Technical Enablement
Biotechnology is rewriting life as we know it, from the medicines we take, to the crops we grow, the materials we wear, and the household goods that we rely on every day. Biotech R&D is radically transforming our world, but moving at the new speed of science requires better technology.
Benchling’s mission is to unlock the power of biotechnology. The world’s most innovative biotech companies use Benchling’s R&D Cloud to power the development of breakthrough products and accelerate time to milestone and market.
Come help us bring modern software to modern science.
ROLE OVERVIEW
We are seeking a new enablement leader to help Benchling scale to new heights focused on Customer Experience (Professional Services, Customer Success, Customer Support), Partner, and Customer Education. You will help us execute our vision and strategy for Benchling Academy, the destination for growth, learning, and personal development at the intersection of science and lab technology for researchers, implementation roles, developers, and internal resources.
You will be responsible for developing and executing a strategy for onboarding and continued development of our CX, Partners, and Customers. And, you’ll partner closely with key field teams - Presales, Customer Success, Sales and Partner enablement; as well as Product Management. It will encompass both onboarding and ongoing enablement programs. If you are someone who loves building a great team, helping others learn and have a passion for scaling expertise and knowledge in a fast paced, hyper growth environment, let us know!
WHAT YOU WILL WORK ON
- Drive enablement & training for Customer Experience, Partner, and Customer roles
- Build and manage a team of rockstar instructional designers, technical writers, and instructional delivery experts
- Review technical learning paths to achieve business objectives. This requires experience in the role and/or empathy and understanding of the business function.
- Create ongoing programming for the different roles, including content/learning design for kick off(s), QBRs, biweekly/weekly programs, and product releases
- Ensure that content and programs are instrumented so that we are making data-driven decisions and quantifying the impact of enablement.
- Be the expert with regards to enablement best practices, and provide thought leadership to position Benchling’s enablement team as the model in the industry.
ABOUT YOU
- 10-15+ years of work experience, with at least 5-7+ years in technical education/enablement roles in a major SaaS company
- Excellent leader who leads with vision, empathy, and accountability
- Strong expertise in LMS systems, course taxonomy, gamification/badging, and certification set up
- Former role/experience as an implementation consultant would be ideal and if not, a good understanding of Customer Success and/or System Implementors roles & processes
- Strong program management, learning design, and operational skills
- Can-do attitude, strong work ethic, strong relationship management skills, growth/flexible mindset are keys to success in this role
- Demonstrates experience and ability to work across Partner Enablement, Customer Success, and Solution Consulting to create a culture of alignment
- Willingness to travel 25-50%
- Bachelors Degree in Life Sciences is a plus but not required (but a strong willingness to learn basic science is needed)
#LI-SF1 #LI-Remote
Benchling welcomes everyone.
We believe diversity enriches our team so we hire people with a wide range of identities, backgrounds, and experiences. Even if you don't meet 100% of the qualifications for this job, we strongly encourage you to apply.
We are an equal opportunity employer. That means we don’t discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We also consider for employment qualified applicants with arrest and conviction records, consistent with applicable federal, state and local law, including but not limited to the San Francisco Fair Chance Ordinance.
Our leadership principles guide how all Benchlings can lead by example:
- Admit mistakes and shortcomings
- Deliver results
- Disagree and commit
- Obsess over customers
- Rely on work ethic
- Show empathy
- Recruit and develop the best
- Sweat the details
- Think and communicate clearly
- Unite around the mission
For applicants for U.S.-based roles only: All new hires in the United States are required to be fully vaccinated against COVID-19 and to provide proof of vaccination prior to their first day of employment. If you are unable to be vaccinated for medical or religious reasons, we will explore potential reasonable accommodations; however, Benchling may not be able to grant such accommodations in all cases if doing so would cause undue hardship.
If you are a Colorado, Connecticut, or New York City resident: Please contact us by emailing [email protected] to receive compensation and benefits information for this role. Please include the job title in the subject line of the email.