Head of Customer Experience Operations
Over the coming years, biotech will fundamentally rewrite the way we live. Gene editing and cell therapy are dramatically changing how we treat cancer and other major illnesses. Biofuels and biomaterials are transforming the cars we drive, the clothes we wear, and the makeup of everyday objects. Crop science and synthetic biology are producing sustainable and ethical food. Benchling’s mission is to accelerate the research that propels us towards this reality, and magnify its impact, through modern software.
Every day, scientists around the world use Benchling’s applications, platform, & analytics in their efforts to solve humanity’s most pressing problems. For these scientists, Benchling is the central technology they use to conduct their research. Our customers include pharmaceutical giants, leading biotechs, and the world’s most renowned research institutes.
ROLE OVERVIEW
Benchling is looking for an experienced Enterprise SaaS Services Operations Leader to join our Customer Experience (CX) organization. Reporting to the VP of CX, you will lead and grow our Ops function as we expand the team globally. You will work with and support our Professional Services, Support, and Customer Success teams, and drive the effectiveness and efficiency of our delivery processes, systems and tools. This is both a strategic and hands on role, requiring you to work across the organization to improve the way we operate from pre-sales scoping, to implementation, to post-to-live customer success, to renewal.
You will drive the standardization of our operational processes, identify opportunities to make our teams more effective, and implement new processes as we grow and scale. You will help create our CX systems roadmap, own implementation and improvement of our CX tools, and oversee the internal change management required to roll them out with the team. You will work closely with CX Leadership to define key KPIs, and implement the reporting and analytics we need to effectively run the business.
This is a highly cross functional role requiring you to both lead our CX Ops team, as well as work with with other Ops teams across Benchling including Sales, Finance, Product and Engineering to implement cross-functional processes and initiatives. You’ll contribute actively to our strategic planning and ensure that we’re working effectively to exceed our company OKRs and departmental goals.
Benchling is a Life Sciences R&D software platform. Our customers, users, and delivery team members are scientists who are passionate about building the next generation of therapies and biotechnologies that are going to change the world. You must be willing and excited to learn about our products, our customers, and the scientific processes we support to truly understand what our CX teams do, and the processes your Ops Team is trying to help them optimize.
WHAT YOU WILL WORK ON
Departmental Operations & Team Leadership
- Manage and grow a world-class CX Operations team who drive operational efficiencies for the organization globally
- Partner with CX leadership to define and document our services delivery processes, standards, and inter-departmental R&Rs
- Partner with engineering to streamline the technical processes that are required to launch, track usage, and support our customers
- Work with CX and Sales leadership to define scalable processes to ensure clear visibility into sales pipelines, effective management and response to requests for proposal and scoping, customer requirements are understood before the sale is done, handoffs are smooth across our delivery teams, and customers are set up for success
CX Systems
- Develop the roadmap of processes and tools needed to support our teams (PSA, resource planning, project management, customer health tracking, customer analytics, etc.)
- Take ownership of CX systems and work with IT, Engineering, and CX leadership on implementation and rollout of improvements to our infrastructure, operational tools, and product and user analytics platforms
- Support the implementation of standardized CSM processes, playbooks, training and enablement programs
- Work with the PM and Engineering teams to prioritize improvements of our configuration, deployment & support tools to streamline customer projects
Financial Management, Reporting and Metrics
- Partner with our Finance team to develop and manage the CX P&L and operating model
- Identify key metrics and methods to track department and team performance
- Define needs for managerial reporting, project status reporting, team workload tracking, etc, to get the information we need to effectively manage customers and understand the business
- Develop key dashboards and reports that can be included in executive presentations and board decks that show overall practice health, customer health, renewals, and key operational metrics
ABOUT YOU
- 8+ years experience in Enterprise SaaS Services Delivery Operations. You must have a deep understanding of Professional Services, Customer Success & Support operations in Enterprise Software to be successful in this role.
- 5+ years of direct people management experience leading Ops Managers and/or Analysts, with proven ability to build and lead a high performing team to support a global business.
- Direct experience owning and improving CX Systems including Professional Services Automation, Customer Success platforms, and Business Intelligence tools. Experience with at least some of our tech stack including Salesforce, Financial Force, Intercom, Catalyst, Segment, Looker, GetFeedback & JIRA is highly desired.
- Passion for defining and implementing processes that scale, and a willingness to “roll up your sleeves” to get work done when processes are not yet in place.
- Experience with process analysis, cross-functional process rollout, and internal change management, with a proven track record of leading multi-stakeholder projects to success.
- Clear communicator with high strong listening and collaboration skills, high EQ and low ego.
- Education in a Life Sciences discipline, and/or direct experience working with Life Sciences organizations is highly desired.
Benchling welcomes everyone. We believe every member of our team enriches our diversity and inclusion by broadening our ways of problem-solving for future challenges. Even if you don't meet 100% of the qualifications for this job, we strongly encourage you to apply.
LEADERSHIP PRINCIPLES
- Admit mistakes and shortcomings
- Deliver results
- Disagree and commit
- Obsess over customers
- Rely on work ethic
- Show empathy
- Recruit and develop the best
- Sweat the details
- Think and communicate clearly
- Unite around the mission
PERKS AND BENEFITS
- Work with a talented yet humble team
- Competitive compensation & equity package
- Quarterly mental health days
- Weekly virtual social events, and annual company retreats
- 401k, Medical, dental, and vision insurance (US Employees Only)
- Monthly health & wellness stipend (Currently US Employees Only)
- Yearly educational stipend (Currently US Employees Only)
- To support remote work conditions, Benchling provides each employee a one-time stipend of $1,000(USD) upon commencing employment, and additional discounted employee purchase plans for home-office equipment.
In following best practices and safety protocols, all Benchling employees are expected to work remotely until we are further advised that it is safe for employees to resume work in their respective office locations.
We are an equal opportunity employer and value diversity at our company. We do not 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.
