Technical Account Manager

• Develop and maintain deep relationships with 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
• Partner with customers, Customer Experience stakeholders, and Sales to optimize Benchling instances and support success, engagement, and expansion outcomes
• Identify, communicate, and mitigate risks and issues affecting customer success, including budget, scope, product gaps, and adoption
• Lead and execute customer projects and assignments, including tenant configuration and maintenance, follow-up tasks, process documentation, new product area enablement, and project accelerators
• Maintain and grow product knowledge, services delivery knowledge, and offerings
• Develop and manage project plans defining scope, timelines, milestones, and deliverables for Optimization Services Accelerators
• Liaise with customer stakeholders to optimize their Benchling experience and manage escalations
• Deliver Optimization Services commitments through regularly scheduled meetings and check-ins
• Advise on, select, and execute fixed-scope, short-duration sprint-based projects enhancing customer Benchling tenants and configurations