Director of Customer Engagement and Delivery

2 weeks ago

Toronto, Ontario, Canada BenchSci Full time
Director, Customer Engagement and Delivery

We are seeking a seasoned professional to lead our customer engagement and delivery efforts. As a key member of our team, you will be responsible for driving customer success, adoption, and retention.

Key Responsibilities:
  • Develop and implement customer engagement strategies to drive adoption and retention.
  • Lead a team of customer success and delivery professionals to achieve business goals.
  • Foster a culture of collaboration, innovation, and high performance within the team.
  • Ensure the department has the necessary technological resources and training.
  • Actively contribute to customer success by participating in client discussions 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.
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.
  • Ability to travel 20% of the time to client locations, including some overnight travel.
What We Offer:
  • 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.

We are an equal opportunity employer and welcome applications from diverse candidates. If you require any accommodation, please reach out to us.

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