BenchSci is hiring a
Director, Customer Engagement

Summary

Join our team as a Director, Customer Engagement and Delivery, reporting directly to the SVP of Account Services and Delivery in Go-To-Market. This role involves establishing team structure and processes, fostering a culture of collaboration, and guiding a dynamic team through change and growth.

Requirements

• 7+ years leading complex program delivery, with 3+ years in hyper-growth settings
• 7-10+ years driving customer engagement and success within a SaaS environment, with proven team leadership skills
• Pharma experience is an asset
• Proficient in project management tools, methodologies, data analysis, and reporting
• Demonstrated ability to influence, build relationships, and drive cross-functional collaboration at all levels
• Skilled in mentoring, coaching, conflict resolution, and proactive problem-solving
• Strong leadership focused on change management, strategic thinking, and high-performing team development
• Data-driven decision-maker with excellent project management and organizational abilities

Responsibilities

• Be able to rapidly iterate on existing processes and develop new ways to level up the team through shared best practices
• Lead and mentor the delivery team to achieve business goals and excel in their roles
• Foster a culture of collaboration, innovation, and high performance within the delivery team
• Ensure the department has the necessary technological resources and training
• Actively contribute to customer success by participating in client discussions (in-person and remote) and implementing proven engagement strategies
• Build strong customer relationships, driving ongoing engagement and user satisfaction
• Experience with managing executive relationships and building stories through presentations to support impact across our customer base
• Experience driving adoption and creating onboarding & training plans
• Collaborate with cross-functional teams to develop and execute account-specific adoption strategies
• Be comfortable manipulating data and guiding data-driven decisions
• Define and monitor service metrics, identifying trends and areas for improvement
• Have familiarity with tactics and strategies to grow usage and engagement of software technologies
• Ability to lead and problem-solve in white space / new situations
• Managing complex programs, ensuring successful deployment and adoption of our AI platform for drug discovery
• Monitor and report on project progress, ensuring timely delivery within scope and budget
• Proactively identify and mitigate risks, driving continuous improvement in delivery processes
• Develop and implement best practices and tools for delivery management
• Champion the customer perspective in the design and development of tools and technology
• Optimize service delivery through effective cross-functional coordination and communication

Benefits

• An engaging remote-first culture
• A great compensation package that includes BenchSci equity options
• A robust vacation policy plus an additional vacation day every year
• Company closures for 14 more days throughout the year
• Flex time for sick days, personal days, and religious holidays
• Comprehensive health and dental benefits
• Annual learning & development budget
• A one-time home office set-up budget to use upon joining BenchSci
• An annual lifestyle spending account allowance
• Generous parental leave benefits with a top-up plan or paid time off options
• The ability to save for your retirement coupled with a company match!