About Benchling
Empowering biotech breakthroughs through cloud technology
Key Highlights
- Over 200,000 scientists using Benchling's platform
- Raised $411.2 million in total funding
- Headquartered in Yerba Buena, San Francisco, CA
- Serves 1,000+ companies and 7,500 academic institutions
Benchling is a leading cloud-based platform designed specifically for biotech R&D, empowering over 200,000 scientists from more than 1,000 companies and 7,500 academic institutions, including Moderna and 23andMe. Headquartered in Yerba Buena, San Francisco, Benchling has raised $411.2 million in tot...
🎁 Benefits
Benchling offers 4 months of paid parental leave, a 401k plan, flexible paid time off, and work-from-home opportunities. Employees enjoy 100% coverage...
🌟 Culture
Benchling fosters a culture of sincerity and consciousness, focusing on empowering scientists to make breakthrough discoveries. As a pioneer in the R&...
Customer Operations • Mid-Level
Skills & Technologies
Overview
Benchling is hiring a Customer Experience Operations Manager to enhance customer experience processes and systems. You'll collaborate with various teams and utilize tools like SQL and data analysis to drive efficiency. This role requires experience in customer success and operations management.
Job Description
Who you are
You have a strong background in customer experience operations, with at least 5 years of experience in a similar role. Your expertise in data analysis and metrics visibility allows you to maintain and evolve CX dashboards effectively. You are skilled in SQL and have a proven track record of enhancing customer success through strategic initiatives.
You thrive in cross-functional environments, collaborating with teams across Professional Services, Support, Account Management, and Engineering. Your ability to communicate effectively with diverse stakeholders ensures alignment with company goals and departmental objectives. You are detail-oriented and have a knack for optimizing processes and systems to improve customer outcomes.
You are proactive in identifying areas for improvement and have experience in managing customer experience initiatives from pre-sales to post-live support. Your analytical mindset helps you produce accurate, timely data for executive reviews, contributing to informed decision-making.
Desirable
Experience in the biotechnology or technology sector is a plus, as it gives you a deeper understanding of the unique challenges and opportunities in this field. Familiarity with tools like Mode and Sigma for dashboard creation will set you apart.
What you'll do
As the Customer Experience Operations Manager at Benchling, you will play a pivotal role in enhancing the efficiency and efficacy of our customer experience processes. You will report to the Leader of CX Operations and collaborate closely with various teams, including Professional Services, Support, and Customer Success. Your responsibilities will include maintaining and evolving CX dashboards, ensuring metrics visibility, and driving cross-functional processes that align with company goals.
You will spearhead initiatives that span pre-sales scoping, implementation, post-live support, and customer success. Your strategic and hands-on approach will be crucial in optimizing customer experience systems and tools. You will work closely with Business Technology, Sales, Finance, Product, and Engineering teams to ensure seamless execution of customer experience initiatives.
Your role will involve analyzing customer data and outcomes to identify trends and areas for improvement. You will be responsible for producing accurate and timely data for executive reviews, helping to inform strategic decisions. Your insights will contribute significantly to the overall success of the customer experience strategy at Benchling.
What we offer
At Benchling, we are committed to unlocking the power of biotechnology through innovative technology solutions. You will be part of a dynamic team that is passionate about making a difference in the biotech industry. We offer competitive compensation and benefits, along with opportunities for professional growth and development. Join us in our mission to bring modern software to modern science and help shape the future of biotechnology.
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