Technical Account Manager

About the role

Benchling is actively rebuilding the future of biotechnology for the AI era, and this role sits at the heart of that transformation. The successful hire will own the end-to-end success of enterprise customers as they transition from initial implementation to mature, optimized usage of the Benchling platform. This position demands a high degree of ownership over customer relationships, ensuring that complex multi-workstream Success Packages are executed flawlessly from post-go-live through long-term optimization. You will be responsible for driving adoption and value realization by deeply understanding customer scientific workflows and aligning them with Benchling's evolving capabilities. The role requires a proactive mindset to identify and mitigate risks before they impact project timelines or customer satisfaction. You will serve as the critical bridge between cutting-edge AI platform features and the practical realities of daily laboratory science. Ultimately, this position is accountable for ensuring that customers view Benchling as an indispensable strategic partner in accelerating their R&D pipelines.

Key facts

What you'll do

• Develop and maintain deep relationships with our 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.
• Proactively partner with customers, CX stakeholders and sales to optimize customers Benchling's instance to ensure success, engagement, and influence expansion outcomes.
• Proactively identify, communicate, and mitigate potential risks and issues that could impact customer success (budget, scope, product gaps, adoption).
• Lead and execute projects and assignments as needed, including configuration and maintenance of customer Benchling tenant, dedicated follow up tasks, process documentation, new product area enablement, and delivery of project accelerators.
• Proactively maintain and grow product knowledge, services delivery knowledge, and offerings to best support our customers.
• Develop and manage project plans for customer engagements, including defining scope, timelines, milestones, and deliverables for Optimization Services Accelerators.
• Liaise directly with internal support and professional services teams to resolve escalated issues and maintain high levels of customer satisfaction.
• Drive the adoption of AI fluency principles within customer engagements, demonstrating how AI tools can enhance scientific productivity and data integrity.
• Act as the primary escalation manager for customer incidents, ensuring timely communication and resolution aligned with success package commitments.
• Conduct regular business reviews and health checks to identify opportunities for additional value realization within the Benchling platform.
• Mentor junior team members on best practices for customer engagement and technical problem solving.
• Collaborate with product and engineering teams to provide frontline feedback that influences product direction and feature improvements.
• Own the documentation of standard operating procedures for Optimization Services to ensure consistency and scalability.

Requirements

Active Benchling experience required - candidates must demonstrate hands-on familiarity with Benchling and the ability to independently lead customer-facing Benchling engagements.

A BS or M.Sc in Molecular Biology, Biochemistry, Genetics, Bioengineering, or similar life science field is required.

You must possess prior experience working in a lab or research setting; this background is essential to empathize with scientists and quickly understand complicated scientific concepts.

You must be skilled in the use of internal business systems and project management tools, including LucidChart, Smartsheet, and Jira.

Strong written and verbal communication skills are mandatory to effectively interact with stakeholders ranging from bench scientists to heads of R&D and IT leadership.

You must demonstrate the ability to manage multiple priorities in a fast-paced environment while maintaining a high standard of accuracy and attention to detail.

A proven track record of owning and driving successful project delivery from initial scoping through completion is essential for this role.

You must be comfortable working within a SaaS environment and have a foundational understanding of data structures and API concepts.

Practical notes

The role is based in Zurich, Switzerland, and requires the right to work in this location without sponsorship. Candidates must be eligible for full-time employment under Swiss regulations. There are no specific hour requirements listed beyond standard full-time expectations; however, the position demands a high level of availability to support enterprise customers across EMEA. Travel is not currently specified as a requirement for this role, indicating that the position is primarily location-based in Zurich with no mandatory domestic or international travel. Visa sponsorship is not provided by the company for this position, so only candidates who already possess the necessary Swiss work authorization or EU residency rights should apply. The application process includes a brief AI-focused exercise or discussion designed to assess how candidates think about and utilize artificial intelligence in a professional context. Applicants are encouraged to reference any tools, platforms, or workflows they currently use in their day-to-day responsibilities.