Implementation Manager

Benchling • San Francisco, CA

5d • $92,978 - $136,000 • Hybrid

About The Position

Benchling is building a Professional Services team to lead implementations for its growing customer base. Implementation Managers work with customers ranging from biotech startups to large biopharmaceutical companies to understand their R&D processes and implement solutions that transform how their research teams work. The role combines scientific expertise, project management, and product knowledge to deliver successful implementations of the Benchling platform. Implementation Managers partner with customer scientists and internal Benchling teams, leading customer rollouts from requirements analysis and solution design through configuration, testing, training, and user onboarding.

The role also involves advising customers on Benchling best practices, documenting customer needs and pain points, and collaborating internally to inform product changes. Implementation Managers may help identify account expansion opportunities after go-live. Benchling uses a flexible hybrid arrangement that prioritizes in-office collaboration, with employees expected on-site three days per week: Monday, Tuesday, and Thursday. Travel may be required up to 25% based on customer and project needs.

Requirements

• Degree in Molecular Biology, Biochemistry, Biotechnology, Immunology, Bioinformatics, Biological Engineering, or a related field.
• At least 2 years of experience in a lab or research setting.
• Ability to empathize with scientists and quickly understand complicated scientific concepts.
• Strong communication skills and ability to connect effectively with scientists, IT project leads, and executives.
• Self-starter able to succeed in a startup environment.
• Curious, creative, and tenacious approach, with enthusiasm for collaborating with customers and Benchling teammates as a thought partner.
• Ability to travel up to 25% based on customer and project needs.

Nice To Haves

• Advanced degree.
• Experience using Benchling, especially as a Benchling administrator.
• Software implementation experience, preferably with a SaaS software company.

Responsibilities

• Manage initial rollouts for new Benchling customers and expansion projects involving new teams or processes at existing customers.
• Own implementation success from project kickoff through go-live.
• Build and execute detailed project plans, manage project activities, and coordinate deliverables to support on-time, on-budget, high-quality deployments.
• Understand customer scientific workflows and determine how Benchling can meet their business needs.
• Lead requirements and design workshops; perform data modeling and application configuration; develop test plans; guide user acceptance testing; and train and onboard users.
• Advise customers throughout implementation and guide them in applying Benchling best practices.
• Understand and document customer pain points and advocate internally for product changes.
• Develop and optimize enterprise training programs, including written and video materials.
• Identify account expansion opportunities after go-live and work with Sales on them.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level