Head of Global CX Services Portfolio

Benchling is looking for an experienced Services Portfolio Leader whose mission will be to manage the product lifecycle of all Customer Experience (CX) Services offerings (Professional Services and Customer Success offerings). You will report to the Head of Customer Experience and will be a trusted partner in setting the strategy and driving the execution for the development, launch and management of all CX Service offerings.

You will play a key role in defining the framework through which all CX services offerings will be prioritized, developed and launched.  You will work closely with our CX field professionals as well as other Benchling leaders to understand customer demand for the development of new CX Services offerings.  You will also work closely with our Operations and Finance teams, Field Enablement and Product Marketing on the process to launch these new offerings into the market. You will come in as an individual contributor.

• Define and continuously evolve the framework through which all CX services offerings will be prioritized, developed, launched and retired
• Gather input from CX field professionals, Benchling field leaders and customers regarding the need for specific service offerings
• Define and continuously evolve the cross functional operational processes required to develop and launch new Benchling CX service offerings
• Manage the operational execution of the new services launch process
• Work with CX field leadership (Professional Services, Customer Success, Alliance Partners) as well as internal business partners (Operations, Finance, Marketing, Field Enablement) to define cost and pricing models, operational delivery models, and enablement plans) related to new services offerings
• Hire, grow, mentor, and lead the services portfolio team

• 15+ years of experience in the Professional Services (PS) and/or SaaS Customer Success (CS) industry - experience in both PS and CS is highly desirable
• Experience in the development of Professional Services implementation offerings 
• Experience in the development of Customer Success offerings in a SaaS environment
• Experience in the development of Managed Services offerings in a SaaS environment
• Experience working with finance to produce cost of service models for the delivery of new service offerings
• Experience working with field enablement and marketing to successfully launch new service offerings into the market
• Experience with modern support channels and the models and tools used to support a variety of customer and user types
• Strong communicator who is able to collaborate with and influence the broader organization
• Authentic, humble and curious self-starter, who is excited to roll up their sleeves, be a player/coach, and build something from scratch in a fast paced startup environment
• Comfortable with ambiguity, with the ability to learn new concepts and technologies quickly, and apply those learnings to new domains
• A strong desire to learn about Life Sciences Research and Development, our customers, their science, their processes, tools and technologies is required
• Previous experience working with and supporting Life Sciences companies, and/or a degree in a Life Sciences related field is desired

Benchling takes a market-based approach to pay, and pay may vary depending on your location. The candidate's starting pay will be determined based on job-related skills, experience, qualifications, interview performance, and work location. 

Zone 1: $206,960 - $310,440
Zone 2: $186,240 - $279,360
Zone 3: $175,920 - $263,880

To help you determine which zone applies to your location, please see this resource. If you have questions regarding a specific location's zone designation, please contact a recruiter for additional information.

Total Compensation includes the following:

• Competitive salary and equity
• 100% premiums covered for health, dental, and vision for employees
• Fertility healthcare and family-forming benefits
• Four months of fully paid parental leave
• 401(k) + Employer Match
• Commuter benefits
• Home office stipend
• Mental health benefits + Wellness stipend
• Learning and development stipend
• Generous PTO
• Quarterly wellness days off
• Company-wide winter holiday shutdown
• Sabbaticals for 5-year and 10-year anniversaries

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