Account Manager - EMEA

ROLE OVERVIEW

Benchling believes in putting our customers at the center of everything we do. We strive to provide an exceptional experience for our customers and our users from the first touchpoint, through our implementations, and once they are live. We take pride in our world-class renewal rates, and Account Management is an essential part of this equation. To keep up with our rapidly expanding growth, we have a team of seasoned Account Managers with experience in Life Sciences, who can help grow the organization, develop our processes, and drive execution.

Our Account Manager team works alongside our Professional Services, Product, Sales and technical teams to help our most strategic customers enhance the value of their Benchling investments. Account Managers will engage regularly and strategize directly with our customers to ensure long term value. Alongside the client, they will develop strategies and tactics to understand the health of the client, own renewal negotiations and execution and drive expansion of success packages. Through regular engagements with the clients, Account Managers will identify clients who can benefit from a product or technical subject matter expert related to areas of improvement, and direct them to the approapriate team to drive progress on customer initiatives.

RESPONSIBILITIES

• Build and maintain productive relationships with key stakeholders across Scientific and IT functional areas including customer champions and economic buyers

• Experience managing complex customers with highly technical implementations

• Utilize customer engagement models throughout the lifetime customer journey to ensure customer satisfaction, governance, expansion opportunity in order to maximize value.

• Use strong processes and systems are in place so that trends in customer contraction and churn are identified early, communicated with the appropriate audience, and appropriate follow-up action is taken

• Manage the renewal experience,identify and define client challenges or new scientific business case opportunities aligned with the customers’ objectives and vision with support from the extended Benchling team to client success and avoid contraction/churn.

• Experience negotiating upwards of $100,000 in ARR for renewals and expansions in collaboration with sales to drive accurate forecasting around adoption, expansion and retention.

QUALIFICATIONS

• BS or M.Sc. in Biology, Molecular Biology, Genetics, Biotechnology, Bioengineering or experience working in the Life Sciences field.

• 2+ years of Account management, Customer Success, Renewal Management, Sales, Professional Services, or Consulting experience in a SaaS software environment with the ability to forge relationships with users, decision makers, and influential stakeholders

• 2+ years commercial experience in negotiations utilizing skills to handle contract discussions and ensure favorable outcomes for both the customer and the company

• An understanding of Life Sciences R&D processes and scientific concepts is preferred. Demonstrated ability to immediately interface and build trust with Scientists, as well as Director & VP Level Business and IT leaders in top Biotech and Pharma companies

• Excellent communication skills, able to communicate confidently and concisely in verbal, written and presentation formats to all types of audiences

• Self-motivated, independent, adaptable, and can thrive in a fast-paced startup environment

• Ability to travel 10-20% based on customer needs

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