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Head of Global CX Services Portfolio
Posted on 1/4/2023
INACTIVE
Locations
Remote in USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Requirements
  • 15+ years of experience in the Professional Services (PS) and/or SaaS Customer Success (CS) industry - experience in both PS and CS is highly desirable
  • Experience in the development of Professional Services implementation offerings
  • Experience in the development of Customer Success offerings in a SaaS environment
  • Experience in the development of Managed Services offerings in a SaaS environment
  • Experience working with finance to produce cost of service models for the delivery of new service offerings
  • Experience working with field enablement and marketing to successfully launch new service offerings into the market
  • Experience with modern support channels and the models and tools used to support a variety of customer and user types
  • Strong communicator who is able to collaborate with and influence the broader organization
  • Authentic, humble and curious self-starter, who is excited to roll up their sleeves, be a player/coach, and build something from scratch in a fast paced startup environment
  • Comfortable with ambiguity, with the ability to learn new concepts and technologies quickly, and apply those learnings to new domains
  • A strong desire to learn about Life Sciences Research and Development, our customers, their science, their processes, tools and technologies is required
  • Previous experience working with and supporting Life Sciences companies, and/or a degree in a Life Sciences related field is desired
Responsibilities
  • Define and continuously evolve the framework through which all CX services offerings will be prioritized, developed, launched and retired
  • Gather input from CX field professionals, Benchling field leaders and customers regarding the need for specific service offerings
  • Define and continuously evolve the cross functional operational processes required to develop and launch new Benchling CX service offerings
  • Manage the operational execution of the new services launch process
  • Work with CX field leadership (Professional Services, Customer Success, Alliance Partners) as well as internal business partners (Operations, Finance, Marketing, Field Enablement) to define cost and pricing models, operational delivery models, and enablement plans) related to new services offerings
  • Hire, grow, mentor, and lead the services portfolio team
Benchling

501-1,000 employees

Cloud platform for life science R&D
Company Overview
Benchling's mission is to accelerate life science for the benefit of humanity. The company is building a modern R&D software for biotechnology research.
Benefits
  • Four months of fully paid parental leave
  • 401(k) plan
  • Remote working stipend
  • Yearly company-wide retreat
  • Monthly gym and wellness stipend
  • Commuter benefits
  • 100% premiums covered for health, dental, and vision
  • Weekly company social events
  • Flexible PTO and company-wide winter holiday shutdown
Company Core Values
  • Build a Lever - We choose to build tools and infrastructure that will help others make world-changing innovations.
  • Empower through Information - We believe that sharing information builds trust and enables better decision-making.
  • Rely on Tenacity - Dreaming big isn’t enough. We must make the most of every day by bringing the highest level of determination to our work.
  • Raise the Bar - We’re dedicated to creating a place where everyone feels challenged to improve.