Head of Mid Market Professional Services

| Boston, MA | Hybrid
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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 seeking an experienced customer-facing Professional Services (PS) Leader for our Mid-Market Professional Services team, which is responsible for the majority of our customer implementations. These customers range from very small, seed-stage startups, to publicly traded and fast growing companies that have not yet emerged as top 250 companies. Implementation engagements similarly range from rapid, highly standardized implementations to customer rollouts of our full platform for complex and sophisticated customer use cases. This is a highly visible leadership role, requiring you to partner with internal and external teams to exceed expected outcomes for our fastest growing customers.
The Head of Mid-Market PS has the ultimate responsibility for the success of our Mid-Market customer implementations. You must be a hands on leader who can think strategically, operate meticulously and methodically, and help your teams successfully navigate a high volume of implementations.
To be successful in this role, you must be comfortable with Life Sciences R&D processes and scientific concepts, and be able to develop deep relationships with Scientific and IT leaders at Pharma and Biotech organizations. You must have experience with SaaS software implementation and be able to lead and drive cross-functional teams to deliver transformational solutions. You must be able to translate customer objectives into detailed services proposals and Statements of Work, and have experience managing project financials, negotiations, and building and leading a team. You must also have a knack for driving efficiency and scalability as we seek to create a more consumer-grade experience for our smallest and fastest moving customers.
The ideal candidate to lead, build, and scale our Mid-Market PS team will be a dynamic cultural leader who has demonstrated the ability to lead teams of high performing, ambitious, qualified team members through stressful and consequential work in a hyper growth environment.
WHAT YOU WILL WORK ON

  • Be responsible for the successful delivery of all services in the Mid-Market segment at Benchling
  • Lead, support, and develop an exceptional team of Senior Team Leads who each manage their own group of 3-4 Team Leads (and their teams of project staff)
  • Oversee the activities of the team through solid operational oversight, continuous improvement, and direct client engagement as needed, ensuring project teams deliver on time, within budgets, and with high quality outcomes.
  • Ensure we follow best practice implementation processes, and identify opportunities to improve our implementation methodology and tools
  • Develop relationships in our customers’ organizations including with executive sponsors and key business and IT stakeholders
  • Establish early customer adoption health monitoring to ensure new customers develop great habits and recognize the value of Benchling rapidly
  • Act as the escalation point for customer issues, work cross-functionally to develop solutions to problems, drive internal and external alignment, and be accountable for project success
  • Work with Customer Success and Sales to facilitate a seamless and delightful customer journey
  • Parter with Sales and Scientific Solutions to conduct discovery and scoping activities, in order to create estimates and proposals for new deals
  • Lead the team to actively manage project scope, ensuring a healthy relationship with customers, while also protecting the financial profile for the PS business

ABOUT YOU

  • BS or M.Sc. in Biology, Molecular Biology, Genetics, Biotechnology, Bioengineering or similar life science field, or equivalent professional experience working with Life Sciences R&D processes and/or technology
  • Proven experience working with Life Sciences companies and be comfortable with Biotech R&D processes and scientific concepts. Must be able to confidently interface and build trust with VP and C-Level Scientific & Research IT leaders in top-20 Biotech and Pharma companies from day 1 on the job
  • 10+ years client facing implementation and/or consulting experience, with demonstrated success leading large services teams
  • 5+ years experience in a PS leadership role, managing 10+ people, with proven ability to recruit, hire, and lead a high-functioning Professional Services team
  • Deep expertise in program management for multi-workstream software deployments including functional team management, scope & budget control, program governance, executive reporting, and project financials
  • Experience leading services sales activities, including proposal generation, SOW creation, selling PS, Change Orders, and client negotiations
  • Independent, adaptable, and can thrive in a fast-paced startup environment
  • Excellent communication skills in verbal, written and presentation formats

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
  • Yearly educational stipend
  • 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.

Protecting the health of our employees and the candidates interested in a role at Benchling is our top priority. We appreciate your understanding and being open and flexible with any changes related to our interviewing process.
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 an undue hardship.

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
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    • FluxLibraries
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    • FlaskFrameworks
    • MySQLDatabases
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    • WordpressCMS
    • IntercomCRM
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    • 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
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Hybrid work model
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated 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.
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Benchling provides a monthly Wellness Stipend designed to support and encourage a well-rounded, healthy lifestyle.
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Charitable contribution matching
Pay transparency
Child Care & Parental Leave Benefits
Generous parental leave
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Sabbatical
Benchling is dedicated to our employees and their well-being, which is why we offer sabbaticals. Employees who have completed five and ten years of service are eligible for a paid sabbatical leave.
Paid holidays
Paid sick days
Employees receive unlimited hours per year of paid sick leave.
Company-wide vacation
Benchling observes major holidays and has two paid company-wide shutdowns during the week of 4th of July and between Christmas and New Year's.
Office Perks
Commuter benefits
Company-sponsored outings
On top of weekly happy hours & monthly events, Benchlings travel abroad for annual company retreats!
Free daily meals
Benchling provides catered lunches Monday-Friday to those employees who are in office.
Free snacks and drinks
Some meals provided
Benchling provides catered lunch daily to in office employees.
Company-sponsored happy hours
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Meditation space
Mother's room
Professional Development Benefits
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend

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