Benchling Product Specialist

ROLE OVERVIEW

Benchling is building a world-class Customer Experience organization to drive the adoption of our solutions across our rapidly growing customer base. The Benchling Product Specialist (formerly Customer Success Specialist) plays a key role on the team supporting both our Customer Success and Implementation teams, as well as directly supporting our customers as they leverage Benchling to transform how their research teams work together.
To be successful in this role, you must have the ability to quickly develop a deep understanding of our products, our customers, their science, and their R&D processes. You will leverage this knowledge to build and nurture relationships with our users, and ensure they get the most out of their Benchling investments.
You will be the first line contact to inbound product questions and issues from our academic and enterprise users, and work with teams throughout Benchling to ensure they are followed through to resolution. Your work will vary from day to day from interfacing via chat or email with a user to solve a problem, to going onsite with the Implementation Team to support testing, to working with the Training team to develop new materials, to updating FAQs and working with the Product Marketing team as we roll out new features.
If you are passionate about Life Sciences, looking for an opportunity to join a cutting edge software company who is enabling transformational changes in R&D processes, and willing to roll up your sleeves and do what ever it takes to make our customers and users successful, this is the role for you.

• Be the first line contact for product questions and issues, and deeply understand scientist pain points, for both academic users and specific customers as warranted.
• Become a Benchling product expert. Assist in product configurations, user trainings, data migration, and technical support.
• Develop and optimize training programs including written and video collateral.
• Develop deep relationships with our customers, including scientists, heads of research, IT managers, and other stakeholders.
• Support the post-sales team (CS) to improve adoption of the Benchling platform.
• Handle special projects and assignments as needed, including recurring customer maintenance projects, dedicated follow up tasks, etc.

• BS or M.Sc. in Molecular Biology, Biochemistry, Genetics, Bioengineering, or similar life science field, required.
• Some experience in a lab or research setting. You empathize with scientists and can quickly understand complicated scientific concepts.
• Some experience working with software/technology/data modeling or analysis.
• Strong communication skills. You are an excellent presenter and can quickly connect with a range of industry stakeholders, including scientists, project leads, and executives.
• Diplomatic. You can work through challenging client requests and provide appropriate corrective actions.
• Autonomous and proactive. Outstanding self-starter approach with the ability to be successful given limited initial infrastructure.
• Curious, creative, and tenacious. You are an advocate for customers and roll up your sleeves to help get a problem solved or a customer on-boarded.

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