Team Lead, 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 Professional Services team lead with a background in Life Sciences and Enterprise SaaS to lead a team of 4-8 Implementation Managers and Associates. Team leads in PS are first line managers who have responsibility for implementing a portfolio of customers from small biotech startups, to the biggest BioPharmas in the world.
In this role you will be a player-coach, both leading implementations yourself, as well as providing guidance for your team. You must be a hands on leader who enjoys working directly with customers and with others throughout Benchling to drive successful implementations. You will become a solution expert, and leverage your experience to guide our implementations, as well as to coach other newer members of the team.
To be successful in this role, you must have prior management experience, 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 enterprise SaaS software implementation, and be an expert at working with and guiding teammates to deliver transformational solutions.
WHAT YOU WILL WORK ON

  • Directly own the success of a portfolio of customer implementation projects. Direct the activities of 4-8 PS team members through ongoing oversight of active implementations, ensuring project teams deliver on time, within budgets, with high quality outcomes.
  • Ensure your team follows best practice implementation processes, and identify opportunities to improve our rollout methodologies and tools.
  • Develop relationships at all levels in our customer’s organizations including with executive sponsors, key business and IT stakeholders, and project team leads.
  • Act as the first escalation point for project issues, work with other teams throughout Benchling to develop solutions to problems, drive customer alignment, and be accountable for project success.
  • You will report directly to a Regional Services Leader and will be expected to manage team metrics including utilization, budget vs actual hours and project margins.
  • Lead key implementations to deliver Benchling’s solutions to our customers. Must understand customers' scientific workflows and determine how Benchling can best be leveraged to meet their key business needs.

ABOUT YOU

  • 5+ years client facing software implementation and/or consulting experience, with demonstrated success managing enterprise scale SaaS projects.
  • Prior management experience, managing teams of at least 5 people. Must have demonstrated success managing and leading a high-functioning Professional Services team.
  • Proven experience working with Life Sciences companies with an understanding of R&D processes and scientific concepts.
  • BS or M.Sc. in Biology, Molecular Biology, Genetics, Biotechnology, Bioengineering or similar life science field.
  • At least 2 years of experience in a lab or research setting. You must be able to empathize with scientists and quickly understand complicated scientific concepts.
  • Independent, adaptable, and can thrive in a fast-paced startup environment.
  • Excellent communication skills in verbal, written and presentation formats.
  • Ability to travel up to 25% based on customer and project needs.

#LI-BH1

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

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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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