Technical Account Manager

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.

You will collaborate closely with internal and external teams to influence best practices and direction of the customers’ post-go-live experience. You will be responsible for liaising with key customer stakeholders to optimize their Benchling experience and be the point person for escalation management. You will be responsible for delivering on the commitments of Optimization Services within the Benchling Success Packages and delivery of commitments will include maintaining the client relationship and Benchling instance via regularly scheduled meetings and check-ins. You will also be responsible for advising, proactively selecting, and executing on Optimization Services Accelerators, fixed scope, short-duration, “sprint-based” projects that enhance specific aspects of the customer Benchling tenant and configuration.

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