Professional Services Lead - EMEA

Biotechnology is rewriting life as we know it, from the medicines we take, to the crops we grow, the materials we wear, and the household goods that we rely on every day. But moving at the new speed of science requires better technology.

Benchling’s mission is to unlock the power of biotechnology. The world’s most innovative biotech companies use Benchling’s R&D Cloud to power the development of breakthrough products and accelerate time to milestone and market.

Come help us bring modern software to modern science.

ROLE OVERVIEW

Benchling is building a world-class Professional Services team to drive implementations for our rapidly expanding customer base. This lead role will manage  Implementation Managers who work with our customers, from small Biotech startups to the largest BioPharmas in the world to develop a deep understanding of their R&D Pro

As Professional Services Lead - EMEA, you'll lead a team of 5+ Implementation Managers based across the region. You'll be responsible for building a high-performing team that delivers exceptional implementations while developing your team members' careers. You'll work closely with our Customer Experience Leader EMEA to scale our implementation practice, refine our methodologies, and ensure our customers achieve their scientific and business goals with Benchling.

RESPONSIBILITIES

• Lead, coach, and develop a team of Implementation Managers across EMEA, fostering a culture of excellence, collaboration, and continuous learning

• Partner with the Customer Experience Leader EMEA to define PS strategy, optimize implementation processes, and scale the team effectively

• Provide hands-on guidance during complex implementations, serving as an escalation point for technical challenges or critical customer situations

• Drive accountability for successful project delivery across your team, ensuring implementations are completed on time, on budget, and with high quality

• Build strong relationships with cross-functional partners in Sales, Customer Success, Product, and Engineering to deliver seamless customer experiences

• Understand EMEA customer needs and scientific workflows, translating insights into actionable recommendations for product improvements and PS best practices

• Represent Benchling's scientific and technical credibility with customers, demonstrating deep understanding of biotech R&D processes

• Track team performance metrics, identify improvement opportunities, and implement changes to increase implementation velocity and customer satisfaction

• Contribute to global PS initiatives, sharing EMEA learnings and collaborating with PS leadership across regions

QUALIFICATIONS

• MS or PhD in Molecular Biology, Biochemistry, Biotechnology, Immunology, Bioinformatics, Biological Engineering, or a related field

• At least 4 years of experience in a lab or R&D setting, ideally in antibody discovery, strain engineering, or process development—you must be able to empathize with scientists and quickly understand complex scientific concepts

• 2+ years in a lead or people manager role, with demonstrated success building and developing high-performing teams

• Software implementation experience, preferably with a SaaS software company

• Strong communication skills—you must be able to quickly and effectively connect with a range of stakeholders, including scientists, IT project leads, and executives

• Self-starter with the ability to thrive in a startup environment where priorities shift and you need to navigate ambiguity

• Curious, creative, and tenacious—you're excited to collaborate with customers and Benchling teammates as a thought partner

• Ability to travel up to 25% based on customer and project needs

• Based in or willing to relocate to Zurich, Switzerland

Nice to Have

• Experience implementing SaaS software in GXP-regulated environments

HOW WE WORK

We offer a flexible hybrid work arrangement that prioritizes in-office collaboration. Employees are expected to be on-site 3 days per week (Monday, Tuesday, and Thursday).

SALARY & BENEFITS

Full-time employees outside the U.S. enjoy a comprehensive benefits program tailored to their region of residence.

Benchling takes a market-based approach to pay. The candidate's starting pay will be determined based on job-related skills, experience, qualifications, interview performance, and work location.

#LI-Hybrid #BI-Hybrid #LI-TD1

Benchling welcomes everyone.

We believe diversity enriches our team so we hire people with a wide range of identities, backgrounds, and experiences.

We are an equal opportunity employer. That means we don’t discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We also consider for employment qualified applicants with arrest and conviction records, consistent with applicable federal, state and local law, including but not limited to the San Francisco Fair Chance Ordinance.