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Benchling is an AI platform for biotech R&D used by over 200,000 scientists globally, including more than half of the world's top 50 biopharma companies. The company is rebuilding biotech for the AI era by enabling scientists to design experiments, capture structured data, and run AI agents directly in their workflows.
As a Technical Account Manager (TAM) based in Boston, you will serve as the primary point of contact for Benchling's enterprise life science customer accounts post-go-live. You will work within the Optimization Services organization, supporting customers as they transform how their research teams collaborate using the platform.
Key responsibilities include:
- Develop and maintain deep relationships with diverse customer stakeholders, from bench scientists to heads of R&D and IT leadership
- Act as the main point of contact for Success Package delivery; manage multiple accounts simultaneously with minimal oversight
- Proactively optimize customers' Benchling instances to ensure success, engagement, and expansion outcomes
- Identify, communicate, and mitigate risks and issues that could impact customer success (budget, scope, product gaps, adoption)
- Lead and execute projects including tenant configuration, process documentation, product enablement, and delivery of Optimization Services Accelerators (fixed-scope, sprint-based projects)
- Maintain and grow product knowledge, services delivery knowledge, and offerings
- Develop and manage project plans with defined scope, timelines, milestones, and deliverables
- Collaborate closely with Customer Success, Professional Services, and Support teams
The role requires strong scientific acumen, project management skills, and the ability to build trust across organizational levels. You will be responsible for escalation management and ensuring delivery on Success Package commitments through regularly scheduled meetings and check-ins.
QUALIFICATIONS:
- 2+ years of active Benchling experience required; must demonstrate hands-on familiarity and ability to independently lead customer-facing Benchling engagements. (For internal candidates: 1+ years at Benchling with minimum 9 months sustained client-facing services experience and proven ability to lead customer-facing or Professional Services workstreams with minimal assistance)
- BS or M.Sc. in Molecular Biology, Biochemistry, Genetics, Bioengineering, or similar life science field (required)
- Experience in a lab or research setting; ability to empathize with scientists and quickly understand complicated scientific concepts
- Skilled in internal business systems and project management tools (LucidChart, Smartsheets, Jira, Certinia, etc.)
- Strong written and verbal communication skills; excellent presenter who can connect with diverse industry stakeholders
- Autonomous and proactive; outstanding self-starter approach suited to high-growth environments
- Curious, creative, and tenacious; customer advocate willing to roll up sleeves to solve problems
BONUS QUALIFICATIONS:
- Technical experience with SQL, API integration, Python, or similar
- Familiarity with GxP or validated environment requirements
