技术客户经理
Technical Account Manager
我们正在为人工智能时代重建生物科技。
当突破被延迟时，世界就会等待。将一种分子从发现到患者，或一种作物从实验室到田间，需要数千个缓慢、手动且不连贯的步骤。人工智能有潜力改变这一现状，将数十年的研发工作压缩成几年。但只有当干净、结构化的科学数据和人工智能被融入科学研究的方式中，这种改变才会发生。
Benchling 是生物技术研发的人工智能平台。科学家使用 Benchling 来设计实验、捕获结构化数据，并在他们的工作流程中直接运行 AI 代理和模型。全球超过 20 万名科学家信任 Benchling 来推动他们最重要的工作，从学术实验室到 Sanofi、Moderna，以及世界上一半以上的顶级生物制药公司。
我们正在为客户打造一个 AI 科学家。如果我们自己没有建立这种能力，就无法做到这一点。AI 熟练度是我们构建的基础；它是我们工作方式的核心，我们致力于帮助每一位新员工将其融入日常工作中。作为我们面试流程的一部分，你将完成一个简短的 AI 相关练习或讨论，以便我们了解你如何思考并利用 AI 在你的角色中产生影响。欢迎参考你目前使用的任何工具、平台或工作流程。
职位概览
Benchling 正在建设一个世界级的客户体验团队，以推动我们快速增长的客户群对平台的采用。技术客户经理（TAM）在优化服务团队中扮演关键角色，通过直接支持客户在上线后利用 Benchling 改变他们的研究团队协作方式。
该职位位于苏黎世，将作为主要的 TAM 支持 Benchling 的 EMEA 客户群，重点是企业生命科学客户。成功候选人将具备现有的 Benchling 产品经验，并能够迅速接管一个已有的业务组合，包括具有复杂、多工作流成功方案的客户账户。
TAM 需要与客户成功、专业服务和客服紧密合作，以确保为客户提供高质量、主动的 Benchling 使用体验。该职位需要强大的科学素养、项目管理能力，以及与从实验台科学家到研发主管和 IT 领导层等各类利益相关者建立信任的能力。
你将与内部和外部团队密切合作，以推动最佳实践的实施。
查看英文原文
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.
ROLE OVERVIEW
Benchling is building a world-class Customer Experience organization to drive the adoption of our platform across our rapidly growing customer base. The Technical Account Manager (TAM) plays a key role within the Optimization Services organization through directly supporting our customers as they leverage Benchling to transform how their research teams work together, post-go-live.
This role is based in Zurich and will serve as the primary TAM supporting Benchling’s EMEA customer base, with an emphasis on enterprise life science accounts. The successful candidate will bring existing Benchling product expertise and the ability to quickly take ownership of an established book of business, including accounts with complex, multi-workstream Success Packages.
The TAM works closely with Customer Success, Professional Services, and Support, in order to deliver a high quality, proactive Benchling experience for our customers. This role requires strong scientific acumen, project management skills, the ability to build trust with stakeholders ranging from bench scientists to heads of R&D and IT leadership.
You will collaborate closely with internal and external teams to influence best practices and direction of the customers’ post-go-live experience. You will be responsible for liaising with key customer stakeholders to optimize their Benchling experience and be the point person for escalation management. You will be responsible for delivering on the commitments of Optimization Services within the Benchling Success Packages and delivery of commitments will include maintaining the client relationship and Benchling instance via regularly scheduled meetings and check-ins. You will also be responsible for advising, proactively selecting, and executing on Optimization Services Accelerators, fixed scope, short-duration, “sprint-based” projects that enhance specific aspects of the customer Benchling tenant and configuration.
RESPONSIBILITIES
- Develop and maintain deep relationships with our customers, including scientists, heads of research, IT managers, and other stakeholders.
- Act as the main point of contact for Success Package delivery post-go-live; manage multiple accounts simultaneously with minimal oversight
- Proactively partner with customers, CX stakeholders and sales to optimize customers Benchling’s instance to ensure success, engagement, and influence expansion outcomes.
- Proactively identify, communicate, and mitigate potential risks and issues that could impact customer success (budget, scope, product gaps, adoption)
- Lead and execute projects and assignments as needed, including configuration and maintenance of customer Benchling tenant, dedicated follow up tasks, process documentation, new product area enablement, and delivery of project accelerators
- Proactively maintain and grow product knowledge, services delivery knowledge, and offerings to best support our customers.
- Develop and manage project plans for customer engagements, including defining scope, timelines, milestones, and deliverables for Optimization Services Accelerators.
QUALIFICATIONS
- Active Benchling experience required – candidates must demonstrate hands-on familiarity with Benchling and the ability to independently lead customer-facing Benchling engagements.
- BS or M.Sc http://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 can quickly understand complicated scientific concepts.
- Skilled in internal business systems and project management tools, including LucidChart, Smartsheets, Jira, Certinia, etc.
- Strong written and verbal communication skills; you are an excellent presenter and can quickly connect with a range of industry stakeholders, including scientists, project leads, and executives leadership.
- Autonomous and proactive; outstanding self-starter approach with the ability to be successful in a high-growth environment.
- 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.
BONUS IF YOU HAVE
- Technical experience with SQL, API integration, Python, etc.
- Familiarity with GxP or validated environment requirements
HOW WE WORK
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).
SALARY & BENEFITS
Full-time employees outside the U.S. enjoy a comprehensive benefits program tailored to their region of residence.
Benchling takes a market-based approach to pay. The candidate's starting pay will be determined based on job-related skills, experience, qualifications, interview performance, and work location.
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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.