Benchling · Boston
Customer SupportCustomer ExperienceRemoteFullTimeposted 7d ago
We are rebuilding biotech for the AI era.
When a breakthrough is delayed, the world waits. Getting a molecule from discovery to patients, or a crop from lab to field, involves thousands of slow, manual, disconnected steps. AI has the potential to change this, compressing decades of R&D work into years. But that only happens when clean, structured scientific data and AI are built into how science gets done.
Benchling is the AI platform for biotech R&D. Scientists use Benchling to design experiments, capture structured data, and run AI agents and models directly in their workflows. Over 200,000 scientists around the world trust Benchling to power their most important work, from academic labs to Sanofi, Moderna, and more than half of the world's top 50 biopharma.
We’re building an AI scientist for our customers. We can’t do that if we haven’t built the muscle ourselves. AI fluency is the foundation we build on; it's core to how we work, and we're committed to helping every new hire integrate it into their day-to-day. As part of our interview process, you'll complete a brief AI-focused exercise or discussion so we can understand how you think about and use AI to drive impact in your role. Feel free to reference any tools, platforms, or workflows you use today.
Benchling is building a world-class Professional Services team to drive implementations for our rapidly expanding customer base. Implementation Managers work with our customers, from small Biotech startups to the largest BioPharmas in the world to develop a deep understanding of their R&D Processes, and roll out solutions that transform how their research teams work together.
To be successful in this role, you will leverage your scientific background, project management skills, and product expertise to drive successful implementations of the Benchling platform. You will work hand in hand with the research scientists at our customers, and teams throughout Benchling to implement our solutions, and ensure our customers are successful. Implementation Managers lead all aspects of customer rollouts from requirements analysis and solution design, to configurations, testing, training, and onboarding users onto the system.
Manage initial rollouts for new Benchling customers as well as expansion projects with new teams or for new processes at existing customers.
Own implementation success from project kickoff to go-live, leveraging strong project management skills, scientific expertise, and deep product knowledge.
Build and execute detailed project plans, own project activities, work with other team members to execute on project deliverables to ensure on time, on budget, high quality deployments.
Understand customers' scientific workflows and determine how Benchling can best be leveraged to meet their key business needs.
Lead requirements and design workshops, perform data modeling & application configuration, develop test plans and guide UAT execution, train and onboard users.
Act as a trusted advisor for customers, guiding them through the implementation ensuring they leverage and apply Benchling Best Practices.
Understand and document customer pain points, advocate for them internally to influence product changes.
Develop and optimize enterprise training programs including written and video collateral.
Identify and work with sales on opportunities for account expansion post go-live.
Degree in Molecular Biology, Biochemistry, Biotechnology, Immunology, Bioinformatics, Biological Engineering or a related field. Advanced degrees preferred.
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.
Strong communication skills. You must be able to quickly and effectively connect with a range of stakeholders, including scientists, IT project leads, and executives.
Self-starter with the ability to be successful in a startup environment.
Curious, creative, and tenacious. You should be excited to collaborate with customers and other Benchling teammates as a thought partner.
Ability to travel up to 25% based on customer and project needs.
Bonus if you have:
Experience using Benchling, especially if you’ve been a Benchling administrator.
Software Implementation experience, preferably with a SaaS software company.
Flexible Hybrid Work: We offer a flexible hybrid work arrangement that prioritizes in-office collaboration. Employees are expected to be on-site 3 days per week.
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Benchling welcomes everyone.
We believe diversity enriches our team so we hire people with a wide range of identities, backgrounds, and experiences.
We are an equal opportunity employer. That means we don’t 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.