Manager, Professional Services (Enterprise SaaS) | ELN

Socket.dev; United States; Hybrid; CAD 150,000 - 190,000; Full time

Job summary

Dotmatics seeks a Manager, Professional Services, North America to lead a team delivering complex solutions to enterprise R&D customers. Focus on Lab Orchestration, automation, and scientific workflows, while scaling delivery and ensuring successful outcomes.

You will collaborate with Sales, Solutions, Product and Engineering across the customer lifecycle, from discovery to production adoption, coaching specialists and building scalable service offerings.

Qualifications

• Significant experience in Professional Services or enterprise technology delivery.
• Experience in scientific software or laboratory automation.
• Ability to lead cross-functional teams.

Responsibilities

• Lead and develop a high-performing team across North America.
• Provide leadership for Lab Orchestration and instrument integration.
• Develop delivery methodologies, patterns, and reusable knowledge.
• Oversee complex customer programs and ensure deliverables.
• Collaborate with Sales, Solutions, Product, and Engineering.

Skills

Leadership

Laboratory automation

Lab Orchestration

Scientific software

Enterprise SaaS

Customer consulting

Pre-contract & solution-definition

Tools

ELN

LIMS

SDMS

CDS

Job description

Our Why At Dotmatics

At Dotmatics, a Siemens company, we believe science, data, and decision-making must be deeply intertwined for innovation to thrive. Our Portfolio includes Luma, LumaLab Connect, ELN Platform, Graphpad Prism, Geneious, SnapGene, Protein Metrics, OMIQ, FCS Express, LabArchives, NQuery, EasyPanel, SoftGenetics and Virscidian.

We have a vision for a new Lab of the Future that will change the future of scientific research.

We have created the world’s most comprehensive digital science platform – best-of-breed software applications already used by more than 2 million scientists, together in a single ecosystem united by a powerful, flexible enterprise data platform. This is not flat data buried away in digital graveyards. This is dynamic, multi-dimensional decision-making.

Scientific enterprises need a new level of effectiveness to achieve tomorrow’s breakthroughs. Illness will not wait. The biosphere will not wait. We are tireless in our vision, because the time for innovation is now.

Shaping the Future of Science At Dotmatics

Our global team of more than 800 colleagues are dedicated to supporting our customers in over 180 countries. Together, with our scientific community of users, we accelerate scientific innovation in order to make the world a healthier, cleaner, and safer place to live.

You’ll join a collaborative, global team pushing the boundaries of scientific innovation. Your ideas and efforts will have a tangible impact, accelerating scientific progress and discovery. We offer a dynamic, remote-friendly environment that fosters high integrity and collaboration, empowering you to excel. Dotmatics is a company built by scientists, for scientists. Combined, we are now the world’s largest cloud-based scientific research R&D platform. We need your help to keep growing and pioneering the future.

What do we need?

As Manager, Professional Services, North America, you will lead a team of technical and scientific Professional Services consultants delivering complex solutions to our enterprise R&D customers.

This role has a particular focus on Lab Orchestration. You will bring experience of laboratory automation, instrument integration and scientific workflows, helping Dotmatics develop and scale its Lab Orchestration services capability while ensuring successful delivery for our customers.

You will combine strong people leadership, customer consulting and commercial Services management with sufficient technical and domain expertise to provide direction and challenge on complex implementations. You will work closely with customers and with Sales, Solutions, Product, Engineering and Project Management throughout the customer lifecycle, from early solution definition and proof of concept through implementation, adoption and expansion.

As an inspiring manager, you will build a high-performing team, develop individual capabilities and career paths, and create an environment in which consultants can deliver consistently high-quality outcomes. You will have particular responsibility for developing Lab Orchestration capability within the team, coaching specialists and helping establish repeatable implementation approaches, standards and best practices.

You will also play an important role in evolving how Professional Services operates. We are looking for someone who can combine the fundamentals of running a successful Services organisation with a forward-looking approach to automation, AI-enabled delivery, reusable intellectual property and scalable service offerings.

In this role you will get to

• Lead and develop a high-performing team of technical and scientific Professional Services professionals across North America.
• Build capability within the team through coaching, career development, skills planning and recruitment.
• Provide leadership and subject-matter guidance for Lab Orchestration and laboratory automation engagements, including instrument integration, scientific data flows and laboratory workflow transformation.
• Support the development of Dotmatics' Lab Orchestration delivery methodology, implementation patterns, best practices and reusable knowledge.
• Provide oversight and governance for complex and strategic customer programmes, particularly where multiple technologies, workstreams or delivery teams are involved.
• Lead or support strategic customer engagements from discovery and proof of concept through implementation and production adoption.
• Act as a senior consultant to customers, helping translate scientific and laboratory workflows into practical technical and service solutions.
• Work closely with Sales and Solutions teams during pre-contract and solution-definition activities to ensure proposed solutions are achievable, appropriately scoped and commercially viable.
• Partner with Product and Engineering to provide structured feedback from customer implementations and help shape capabilities required to successfully deploy and operate Lab Orchestration solutions.
• Encourage new and scalable approaches to Services delivery, including automation, AI-assisted delivery, reusable assets and standardised offerings.
• Develop and standardise Professional Services offerings that improve customer outcomes while increasing delivery predictability and scalability.
• Drive utilisation, revenue and margin performance across the team.
• Review commercial delivery plans to maximise margin while protecting customer outcomes and delivery quality.
• Review Statements of Work and Services agreements in partnership with Sales and Legal, providing Services, delivery and contractual input where appropriate.
• Monitor project and contract performance, including Work in Progress, forecast, delivery risk and financial performance.
• Manage subcontractors and delivery partners where appropriate, ensuring quality and accountability remain consistent with Dotmatics standards.
• Conduct solution and delivery peer reviews on strategically important or high-risk engagements.
• Identify operational improvements that increase quality, repeatability, efficiency and scalability across Professional Services.
• Communicate and collaborate effectively within a multinational, cross-functional organisation including Project Management, Solutions Architects, Application Scientists, Developers, Sales, Engineering, Customer Success and Product.

We are looking for people who have

significant experience within Professional Services, consulting or enterprise technology delivery, combined with demonstrated people leadership experience.

The ideal candidate will have worked within scientific software, laboratory informatics, laboratory automation or a related enterprise SaaS environment, and will understand both the commercial realities of Professional Services and the complexities of delivering technology into scientific R&D organisations.

The key skills we are looking for

• Leading, coaching and developing technical or scientific Professional Services teams.
• Laboratory automation, Lab Orchestration, scientific instrument integration or closely related laboratory technologies.
• Understanding laboratory workflows and translating scientific and operational requirements into implementable solutions.
• Delivering complex enterprise SaaS, laboratory informatics or scientific software implementations.
• Working across interconnected laboratory systems, instruments, software and scientific data workflows.
• Acting as a trusted consultant to enterprise customers and engaging confidently with both scientific and technical stakeholders.
• Supporting complex solutions through discovery, proof of concept, implementation and production adoption.
• Working collaboratively with Sales, Solutions, Product and Engineering during pre-contract, implementation and post-implementation phases.
• Providing technical or architectural oversight without needing to personally own every aspect of solution delivery.
• Managing Services financial performance, including utilisation, revenue, margin and delivery forecasting.
• Developing repeatable methodologies, reusable assets or standardised Services offerings.
• Identifying opportunities to use automation and emerging technologies, including AI, to improve the efficiency and scalability of Professional Services delivery.
• Managing multiple concurrent customer engagements and identifying delivery, technical and commercial risk.
• Operating effectively in a global, matrixed organisation with stakeholders across multiple functions and geographies.

You may also have

• Laboratory robotics and automation platforms.
• Scientific instrument connectivity and integration.
• Laboratory informatics environments involving ELN, LIMS, SDMS, CDS or related scientific systems.
• Designing or implementing end-to-end laboratory workflows spanning multiple instruments and software platforms.
• Building new consulting or Professional Services capabilities within an emerging technology area.
• Developing services that scale beyond traditional time-and-materials consulting through standardisation, automation or reusable intellectual property.
• Working within pharmaceutical, biotechnology, chemicals or other scientific R&D organisations.

By submitting your application, you agree that Dotmatics may collect your personal data for recruiting, global organization planning, and related purposes. Dotmatics Privacy Notice explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over Dotmatics use of your personal information.

Dotmatics is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work.