Customer Experience Ops Manager at Benchling

ROLE OVERVIEW

As the CX Operations Program Manager at our SaaS software company, you'll report to the Head of Support and CX Ops, collaborating with our Professional Services, Support, and Customer Success leaders and teams. Your role is pivotal in enhancing the efficiency and efficacy of our customer experience processes, systems, and tools. Operating at both strategic and hands-on levels, you'll spearhead initiatives spanning pre-sales scoping, implementation, post-live support, customer success, and renewal phases. 

Partnering with various Ops teams across Benchling, including Business Technology, Sales, Finance, Product, and Engineering, you'll drive cross-functional processes to align with our company OKRs and departmental goals, contributing significantly to strategic planning and execution.

RESPONSIBILITIES

• Collaborate closely with Leadership to project manage key initiatives and annual objectives, ensuring alignment with overarching company goals.
• Work in tandem with Business Technology colleagues to guarantee the seamless functioning of critical business systems for day-to-day operations.
• Partner with CX leaders to formulate requirements for business system enhancement projects and oversee their execution.
• Develop CX program and project templates to ensure impactful outcomes, transparent progress, and clear communication of measurements and KPIs.
• Contribute to the creation and maintenance of operating procedures in collaboration with leaders across the organization.

QUALIFICATIONS

• 8+ years of experience in Enterprise SaaS Services Customer Experience/Operations, demonstrating understanding of Professional Services, Customer Success & Support operations in Enterprise Software.
• A passion for defining and implementing scalable processes, coupled with a willingness to dive into tasks hands-on when necessary.
• Exceptional communication skills with a focus on active listening and collaboration, exhibiting high emotional intelligence and a humble attitude.
• Direct experience with customer operations systems: CRMs, Customer Success platforms, customer ticketing systems, and Business Intelligence tools.
• Proficiency with at least some of the tech stack, including Salesforce, Financial Force, Zendesk, Gainsight, and JIRA, is desirable.
• Demonstrable track record executing projects, showcasing the ability to deliver on commitments effectively.
• Lean Six Sigma and ITIL certification are highly desirable, indicating a commitment to process excellence and efficiency.

SALARY RANGE

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. For this role the base salary range is $132,090 - $178,710.

Total Compensation includes the following:

• Competitive salary and equity
• Broad range of medical, dental, and vision plans for employees and their dependents
• Fertility healthcare and family-forming benefits
• Four months of fully paid parental leave
• 401(k) + Employer Match
• Commuter benefits for in-office employees and a generous home office set up stipend for remote employees
• Mental health benefits, including therapy and coaching, for employees and their dependents
• Monthly Wellness stipend
• Learning and development stipend
• Generous and flexible vacation
• Company-wide Summer & Winter holiday shutdown
• Sabbaticals for 5-year and 10-year anniversaries

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