Customer Experience Ops Manager
Biotechnology is rewriting life as we know it, from the medicines we take, to the crops we grow, the materials we wear, and the household goods that we rely on every day. But moving at the new speed of science requires better technology.
Benchling’s mission is to unlock the power of biotechnology. The world’s most innovative biotech companies use Benchling’s R&D Cloud to power the development of breakthrough products and accelerate time to milestone and market.
Come help us bring modern software to modern science.
ROLE OVERVIEW
As the CX Operations Program Manager at our SaaS software company, you'll report to the Head of Support and CX Ops, collaborating with our Professional Services, Support, and Customer Success leaders and teams. This senior individual contributor role is pivotal in enhancing the efficiency and efficacy of our customer experience processes, systems, and tools. Operating at both strategic and hands-on levels, you'll spearhead initiatives spanning pre-sales scoping, implementation, post-live support, customer success, and renewal phases.
Partnering with various Ops teams across Benchling, including Business Technology, Sales, Finance, Product, and Engineering, you'll drive cross-functional processes to align with our company OKRs and departmental goals, contributing significantly to strategic planning and execution. This is a senior individual contributor role.
This is a senior individual contributor role.
RESPONSIBILITIES
- Collaborate closely with Leadership to project manage key initiatives and annual objectives, ensuring alignment with overarching company goals.
- Work in tandem with Business Technology colleagues to guarantee the seamless functioning of critical business systems for day-to-day operations.
- Partner with CX leaders to formulate requirements for business system enhancement projects and oversee their execution.
- Develop CX program and project templates to ensure impactful outcomes, transparent progress, and clear communication of measurements and KPIs.
- Contribute to the creation and maintenance of operating procedures in collaboration with leaders across the organization.
QUALIFICATIONS
- 8+ years of experience in Enterprise SaaS Services Customer Experience/Operations, demonstrating understanding of Professional Services, Customer Success & Support operations in Enterprise Software.
- A passion for defining and implementing scalable processes, coupled with a willingness to dive into tasks hands-on when necessary.
- Exceptional communication skills with a focus on active listening and collaboration, exhibiting high emotional intelligence and a humble attitude.
- Direct experience with customer operations systems: CRMs, Customer Success platforms, customer ticketing systems, and Business Intelligence tools.
- Proficiency with at least some of the tech stack, including Salesforce, Financial Force, Zendesk, Gainsight, and JIRA, is desirable.
- Demonstrable track record executing projects, showcasing the ability to deliver on commitments effectively.
- Lean Six Sigma and ITIL certification are highly desirable, indicating a commitment to process excellence and efficiency.
SALARY RANGE
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. For this role the base salary range is $158,525 - $214,475.
Total Compensation includes the following:
- Competitive salary and equity
- Broad range of medical, dental, and vision plans for employees and their dependents
- Fertility healthcare and family-forming benefits
- Four months of fully paid parental leave
- 401(k) + Employer Match
- Commuter benefits for in-office employees and a generous home office set up stipend for remote employees
- Mental health benefits, including therapy and coaching, for employees and their dependents
- Monthly Wellness stipend
- Learning and development stipend
- Generous and flexible vacation
- Company-wide Summer & Winter holiday shutdown
- Sabbaticals for 5-year and 10-year anniversaries
#LI-TD1 #LI-Hybrid #BI-Hybrid
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.
