Qualifications
Key Responsibilities:Dashboard Maintenance and Enhancement: Develop and refine CX dashboards and metrics using tools like Mode and Sigma to track team and customer outcomes. Ensure the delivery of accurate, timely data for executive reviews and strategic decision-making.Tool Management and Optimization: Administer and enhance workflows, automations, data integrity, and vendor relationships across our CX tooling stack (Salesforce, Zendesk, Certinia, Gainsight). Serve as an advocate for CX needs across the organization, prioritizing CX requirements alongside other departmental initiatives.AI-Powered Automation Initiatives: Identify and implement high-impact opportunities for automating manual CX workflows using AI technologies such as Claude, chatbots, and workflow automation tools. Collaborate with Engineering and Business Technology teams to scope, prioritize, and integrate solutions within our existing CX stack. Define success metrics and evaluate the impact on deflection rates, resolution time, cost savings, and overall team productivity.Cross-Functional Improvement: Lead cross-functional initiatives to improve customer experience, ensuring alignment with company goals and enhancing operational efficiency.
About the job
At the forefront of biotechnology innovation, Benchling is redefining the landscape of life sciences—from the medicines we consume to the crops we cultivate, the materials we wear, and essential household products. In this fast-evolving field, we recognize the need for advanced technology to keep pace with scientific breakthroughs.
Our mission at Benchling is to harness the transformative potential of biotechnology. Leading biotech companies around the globe leverage Benchling’s R&D Cloud to develop groundbreaking products, enhancing their journey from concept to market at unprecedented speed.
Join us in revolutionizing science with cutting-edge software solutions.
ROLE OVERVIEW
As the Customer Experience (CX) Operations Manager at Benchling, you will report directly to the CX Operations Leader. You will collaborate closely with our Professional Services, Support, Account Management, Optimization Services, and Customer Success teams. Your primary responsibility will be to enhance the efficiency and effectiveness of our customer experience processes, systems, and tools. Working both strategically and practically, you will lead initiatives across pre-sales scoping, implementation, post-live support, customer success, and renewal phases.
In partnership with various operational teams, including Business Technology, Sales, Finance, Product, and Engineering, you will drive cross-functional processes aligned with our corporate and departmental objectives, significantly contributing to execution and optimization.
About Benchling
Benchling is a pioneering biotechnology company dedicated to unlocking the potential of life sciences through innovative software solutions. Our R&D Cloud is utilized by the world's most forward-thinking biotech companies to accelerate product development and bring transformative products to market more rapidly.