Benchling Product Specialist

| Boston, MA
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Over the coming years, biotech will fundamentally rewrite the way we live. Gene editing and cell therapy are dramatically changing how we treat cancer and other major illnesses. Biofuels and biomaterials are transforming the cars we drive, the clothes we wear, and the makeup of everyday objects. Crop science and synthetic biology are producing sustainable and ethical food. Benchling’s mission is to accelerate the research that propels us towards this reality, and magnify its impact, through modern software.

Every day, scientists around the world use Benchling’s applications, platform, & analytics in their efforts to solve humanity’s most pressing problems. For these scientists, Benchling is the central technology they use to conduct their research. Our customers include pharmaceutical giants, leading biotechs, and the world’s most renowned research institutes.

ROLE OVERVIEW

Benchling is building a world-class Customer Experience organization to drive the adoption of our solutions across our rapidly growing customer base. The Benchling Product Specialist (formerly Customer Success Specialist) plays a key role on the team supporting both our Customer Success and Implementation teams, as well as directly supporting our customers as they leverage Benchling to transform how their research teams work together.
To be successful in this role, you must have the ability to quickly develop a deep understanding of our products, our customers, their science, and their R&D processes. You will leverage this knowledge to build and nurture relationships with our users, and ensure they get the most out of their Benchling investments.
You will be the first line contact to inbound product questions and issues from our academic and enterprise users, and work with teams throughout Benchling to ensure they are followed through to resolution. Your work will vary from day to day from interfacing via chat or email with a user to solve a problem, to going onsite with the Implementation Team to support testing, to working with the Training team to develop new materials, to updating FAQs and working with the Product Marketing team as we roll out new features.
If you are passionate about Life Sciences, looking for an opportunity to join a cutting edge software company who is enabling transformational changes in R&D processes, and willing to roll up your sleeves and do what ever it takes to make our customers and users successful, this is the role for you.
WHAT YOU WILL WORK ON

  • Develop deep knowledge of our products and our customers, including industry segments, the types of research they perform, and how their science is performed in Benchling
  • Be the first line contact for customer questions and issues, work with the appropriate internal teams (e.g. engineering, product management, customer success), to solve problems and manage them through to resolution
  • Provide strong written documentation for a variety of user communications including direct user questions, internal research, FAQ/knowledge content, and others
  • Partner with our Training team to develop and optimize training programs including web-based and video collateral
  • Support the Customer Success and Professional Services teams in a wide variety of user facing activities

ABOUT YOU

  • BS or M.Sc. in Molecular Biology, Biochemistry, Genetics, or similar life science field, required.
  • 1+ years experience in a lab or research setting is highly recommended. You must be able to quickly understand complicated scientific concepts and empathize with scientists.
  • Excellent communicator who can quickly connect with a range of stakeholders from academics, to industry scientists, to project leads.
  • Strong verbal and written communication skills with experience developing various forms of content and presentations.
  • You must be a self-starter who is autonomous and proactive, with the ability to be successful in a fast paced startup environment with sometimes ambiguous situations.
  • You must be curious, creative, and tenacious. You will be an advocate for customers, and musty willing to roll up your sleeves and do the hard and sometimes unglamorous work required to make them successful.

Benchling welcomes everyone. We believe every member of our team enriches our diversity and inclusion by broadening our ways of problem-solving for future challenges. Even if you don't meet 100% of the qualifications for this job, we strongly encourage you to apply.

LEADERSHIP PRINCIPLES

  • 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

PERKS AND BENEFITS

  • Work with a talented yet humble team
  • Competitive compensation & equity package
  • Weekly virtual social events, and annual company retreats
  • 401k, Medical, dental, and vision insurance (US Employees Only)
  • Monthly health & wellness stipend (Currently US Employees Only)
  • Yearly educational stipend (Currently US Employees Only)
  • Flexible & Generous Vacation Policy: If you feel you need a break, you can talk directly with your manager to find coverage and support while you are out of the office. Need time off to vote? We've got you covered. 
  • Quarterly company-wide mental health days off
  • Holiday Shut-down: company-wide holiday shut-down between Christmas Eve and New Years
  • Major US and EMEA holidays observed
  • To support remote work conditions during the COVID-19 pandemic, Benchling provides each employee a one-time stipend of $1,000(USD) upon commencing employment, and additional discounted employee purchase plans for home-office equipment.

In following best practices and safety protocols, all Benchling employees are expected to work remotely until we are further advised that it is safe for employees to resume work in their respective office locations.

We are an equal opportunity employer and value diversity at our company. We do not 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.

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • FluxLibraries
    • ReactLibraries
    • ReduxLibraries
    • FlaskFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • WordpressCMS
    • IntercomCRM
    • PipedriveCRM
    • SalesforceCRM

An Insider's view of Benchling

What’s the vibe like in the office?

I think that the company culture is at the center of everything we do. Every single person here is willing to put down what they're doing to support to their colleagues whenever needed. That’s what is particularly special about Benchling. People are always ready to give their best effort, and there's no shortage of laughter or camaraderie!

Madeleine

Customer Support Specialist

What does your typical day look like?

The mission driven culture defines our day to day in the "office" (or Zoom meetings/Slack messaging). I've never worked at a company where there's such a permeating sense of optimism. People are generous with their time and knowledge, but still remain humble. Also, Aloha Fridays keep our vibes in check.

Alex

Implementation Manager

How has your career grown since starting at the company?

One of the main reasons I joined Benchling is I knew I would grow along multiple axes. Benchling gives me the opportunity to explore outside of my role as an engineer. In the short time I've been here, I've had the opportunity to contribute to the company blog, help organize the annual hackathon, and manage part of the internship program!

Steven

Software Engineer

What unique initiatives do you have that encourage innovation?

I’m very excited by our COVID-19 initiatives. In an effort to help ramp up testing, we have partnered with universities and private companies to create a turn-key software solution that powers their sample analysis on Benchling. We’ve made it much faster for any lab that plans to spin up COVID-19 tests!

Nishant

Regional Lead, Professional Services

What projects are you most excited about?

As a co-lead of Benchling's People of Color affinity group, I'm most excited about projects and events that teach and celebrate multiple cultures. On Lunar New Year, our group passed out red envelopes. Many employees were familiar with the tradition, but they learned even more about its significance in Asian cultures from the information we shared.

Chanel

University Recruiting Lead

What are Benchling Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Benchling is home to several employee-driven affinity and interest groups that help our employees connect with members and allies of various communities.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
All employees participate in an Interview Training that, amongst other things, raises awareness around the impact of unconscious bias in the evaluation process and strategies to best mitigate this.
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Employees receive unlimited hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
On top of weekly happy hours & monthly events, Benchlings travel abroad for annual company retreats!
Free Daily Meals
Employees get free lunch on Monday, Tuesday, Wednesday, Thursday, Friday. Is that the Dinner Bell, JeffyP hears? That's right. Dinner every night at the office for Benchlings after hours!
Stocked Kitchen
Happy Hours
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
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