benchling - Head of Professional Services, EMEA
Requirements
• 8+ years in professional services, implementation, or delivery leadership roles within enterprise software; life sciences, pharma, biotech, or scientific software strongly preferred. • Ability to develop fluency with Biotech R&D processes and scientific concepts. Must be able to confidently interface and build trust with VP and C-Level Scientific & Research IT leaders in top Biotech and Pharma companies. • Background developing a team that has proven technical, business or scientific, and consulting skills for delivery success. • Proven experience leading distributed teams across multiple European countries, including navigating differing labor environments and travel/delivery cadences. • Experience leading and developing a strong set of managers that own delivery quality and execution, as a second line leader. • Direct experience managing delivery through third-party systems integrator partners, including holding partners accountable for quality. • Strong commercial acumen: comfort owning SOW economics, margin, and forecasting • Executive presence with technical and scientific buyers; ability to run high-stakes EBRs and escalations. • Fluency in English required; additional European languages (German, French) a strong plus given the DACH and French-speaking customer base. • Genuine enthusiasm for AI-enabled delivery models. • 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). • Benchling welcomes everyone. • We believe diversity enriches our team so we hire people with a wide range of identities, backgrounds, and experiences.
Responsibilities
• Delivery Leadership • Own end-to-end delivery quality, timeline, and performance across EMEA Professional Services engagements • Partner globally to set and enforce delivery standards for complex, validated, and regulated environments • Serve as an escalation point for at-risk engagements, partnering with Customer Success and Support to resolve cross-functional customer issues • Team & Org Building • Lead, grow, and retain a distributed team across Europe, with a focus in Zurich and London/Cambridge • Ensure that the team structure and incentive models hit utilization targets but also long-term relationship investments • Build a strong bench through hiring, onboarding, and career pathing for implementation consultants and specialists • Lead and develop managers to excellence • Partner & Ecosystem Management • Manage relationships with systems integrator and delivery partners supporting EMEA capacity, including performance oversight and quality accountability • Determine where partner delivery capacity should be used vs. built in-house, and manage the transition points between the two • Commercial Ownership • Own SOW scoping, staffing forecasts, and financial performance for the EMEA PS book of business • Partner with Sales on deal structuring for new implementations, expansions, and renewals with a services component • Provide accurate capacity and revenue forecasting to leadership • Customer & Executive Engagement • Represent Professional Services in executive business reviews with enterprise pharma and biotech clients • Build trusted relationships with technical and scientific stakeholders at customer organizations • Champion the adoption of AI delivery practices within the PS team and with customers
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