Benchling · Boston
Product & ProgramCustomer ExperienceRemoteFullTimeposted 3w 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.
The Solutions Delivery Manager is responsible for ensuring Benchling solution development, coverage, efficacy, quality, and enablement across the Customer Experience team. Operating at the intersection of our product suite and our customers, this dynamic role focuses on translating our product capabilities into effective solutions to match our customers' scientific use cases, and enabling the broader CX organization to operationalize around Benchling's best practices. Solutions Delivery Manager works cross-functionally with Benchling's build organization, as well as across the CX departments, to develop robust solutions that can deliver value to our customers, while improving internal knowledge and productivity.
Chemistry is one of Benchling's newest and most exciting product areas — unlocking an entirely new group of companies, scientists, and science to be done on Benchling. This role will help navigate a budding product area through to market adoption, partnering closely with internal product, enablement, and delivery teams, while working directly with customers to build trust and help shape our vision in this space.
Successful Solutions Delivery Managers will harness the knowledge and experience Benchling has gained across thousands of customer engagements, and leverage previous and learned experience to serve as an expert across scientific domains and modalities served by Benchling. They will develop, and continuously improve our solutions as both the science and Benchling product capabilities evolve. A successful candidate will be comfortable working across teams and systems, often with no existing guidance or playbook, to deliver impactful solutions and value aligned with our department and team goals.
Including, but not limited to:
Navigate a budding product area through to market adoption — partnering with internal product, enablement, and delivery teams, while working directly with customers to build trust and shape our vision in this space
Serve as a key advisor on customer accounts as an expert in the scientific and product space
Deliver services and oversee services engagements to ensure high quality solution and delivery
Build a roadmap of solution assets to deliver impactful solutions to the broader CX organization
Build and maintain solution assets, such as best practices documents
Train and educate the broader CX organization through various means (e.g. create documentation, drive enablement initiatives, refresh solutions, advise on customer engagements, etc.)
Collaborate across CX departments to reflect customer learnings into solution assets
Operationalize Benchling’s new product introduction motions to deliver new product insights
Work cross-functionally with Sales, Marketing, and Strategy teams to align on product value and customer messaging
Learn existing and new verticals that Benchling services
Scientific and Benchling Knowledge
Fluency in medicinal chemistry or PD chemistry, ideally both
Fluency in a chemistry-focused lab informatics tool
Knowledge of Benchling’s Platform and solutions, and technical proficiency with Benchling products is preferred
Customer Readiness
Experienced customer experience professional with a strong track record in overseeing the success of customer engagements
Superior customer service skills – the ability to be empathetic, accurate, resourceful, and conscientious with a sense of urgency
Problem Solving and Collaborative Success
Excellent oral and written communication skills to work effectively with others both inside and outside departmental boundaries, at remote locations and/or outside the company
Demonstrate ability to analyze and resolve complex problems and rapidly assimilate new knowledge and information
Flexible and able to adjust on the fly to new demands; a high sense of urgency, tendency towards action, and comfortable working through ambiguity to independently make progress on individual and team goals
Experience and Educational Requirements
6+ years of lab experience in medicinal chemistry, PD chemistry, or a closely related field
2+ years experience in customer service or customer-facing roles
Bachelor's degree in chemistry, or life sciences related field is required (biology, microbiology, genetics, biotechnology, neurology, etc.)
Ph.D. in chemistry is preferred
We offer a flexible hybrid work arrangement that prioritizes in-office collaboration. Employees are expected to be on-site 3 days per week (Monday, Tuesday, and Thursday).
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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.