Technical Account Manager at Benchling · LumiJobs

Responsibilities

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 Boston and will serve as the primary TAM supporting Benchling’s 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.
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.

Technical Account Manager

Responsibilities

Qualification

Required

Benefits

Company

Benchling

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