Customer Impact Lead (Remote)

We are seeking a Customer Impact Lead to join the BenchSci team. Reporting to the Vice President, Customer Insights & Value, you will spearhead strategic, customer-focused projects to drive enterprise-wide value at top global pharmaceutical companies. Your focus will be on accelerating discovery and pre-clinical research by identifying how BenchSci's ASCEND platform catalyzes research and unlocks new opportunities for our pharmaceutical partners. This will involve impact assessment, customer research, economic value modeling, and influencing product development. The successful candidate will bring a deep understanding of value creation and "first principles problem-solving" to identify the platform's impact on the R&D portfolio. You will collaborate across functions, surfacing insights that define our customer value proposition, product design, and features. Leveraging your technical and creative skills and a customer-centric approach, you will deliver strategy recommendations grounded in value analysis, research, and customer understanding to Senior Management. You will also partner with internal and external stakeholders, aligning them with your vision for the value story.

We are welcoming applicants from Canada, the US, and the UK for this position.

You Will

• Identify BenchSci's ASCEND platform's impact on accelerating discovery, early-stage research, and translational optimization at our global pharmaceutical customers.
• Define the value thesis for ASCEND pilots and post-pilot enterprise deployments based on a deep understanding of the scientific scope and the platform's capabilities.
• Identify scientific impact proof points during ASCEND pilots and post-pilot enterprise deployments, surfacing these through collaboration with Scientific Liaisons and account teams. Develop compelling business cases and value stories for customer-facing reviews and reports, showcasing the platform's impact on R&D.
• Collaborate across BenchSci teams to support efficiency and economic modeling, translating scientific impact into economic value for customers.
• Provide expert scientific guidance to establish assumptions supporting benchmarks and baselines for evaluating platform effectiveness.
• Serve as a trusted thought partner to scientific and portfolio leaders at partner organizations.
• Deliver insightful reports and presentations to R&D executives, demonstrating the platform's value.
• Optimize operations and define scalable approaches for value assessment, ensuring efficient and impactful processes. Develop tools like surveys and interview guides to gather insights.
• Uncover customer-centric insights to inform BenchSci's product strategy and roadmap, shaping the future direction of ASCEND.
• Envision future-state customer journeys that highlight potential impact moments and areas for improvement within the ASCEND platform.

You Have:

• 7+ years of healthcare or pharma experience.
• Exceptional critical thinking and can identify the core value drivers driving disproportional impact.
• Experience facilitating senior-level discussions in the healthcare and pharma, demonstrating a deep understanding of R&D priorities, and proven ability to synthesize complex analyses into clear, impactful presentations for senior executives (both oral and written) with minimal upfront direction.
• Exceptional ability to manage stakeholders effectively and collaborate seamlessly across all departments within the organization, including interactions with senior leadership.
• Ability to proactively drive clarity in ambiguous situations.
• Ability to connect the dots and tell an impactful story with qualitative and quantitative data.
• Track record of taking on increasingly more significant responsibilities and delivering value.
• Strong attention to detail and time management skills.
• Independent, self-motivated, and enthusiastic.