Customer Success Specialist After Sales

Rahway, NJ, United States

Customer Success Specialist After Sales page is loaded Customer Success Specialist After Sales Apply remote type Hybrid locations ITA - Lombardia - Milano Segrate (Palazzo) time type Full time posted on Posted Yesterday job requisition id R283942 Job Description

For our Division Animal Health we’re looking for a Customer Success Specialist.

The primary responsibility of the Customer Success Specialist will be to ensure the satisfaction and success of our valued customers and support them as they transition from sales prospects to active users of products and ongoingly.

This role will be a key point of contact for customers, providing them with initial onboarding, ongoing training support, and addressing product functionality knowledge requests. As a field-based role the Customer Success Specialist will work directly with our customers, ensuring they fully adopt and utilize our products to meet their operational needs.

This role will be active throughout new product introductions into the market as well as ongoingly throughout the entire customer journey.

Key responsibilities:

Product Expertise: Develop a deep understanding of our livestock dairy technology solutions, to effectively assist customers

Customer Onboarding and Training: Visit customers on-site to guide them through the initial onboarding process, ensuring they are equipped to maximize the benefits of our products..

Understand and evaluate farm routines and act as an advisor to recommend changes for optimization allowing for full implementation of our technology. Perform farm assessments in reproduction including assessments for calf and heifer management as well as for health and milk quality.

Ongoing Product Knowledge Support: Respond to customer inquiries related to product functionality and usage through our CRM system.

Customer Engagement: Build strong, long-lasting relationships with existing customers by understanding their individual needs and acting as their advocate within the company

Promote Commercial Activities: Identify opportunities for upselling, cross-selling, and upgrades to existing customers. Collaborate with the sales team to drive commercial activities, including promoting additional products and services

Collect Customer Feedback: Actively gather and document customer feedback to measure satisfaction levels and identify and drive areas for improvement.

Cross-functional Collaboration: Work closely with the above-market customer success team to receive product knowledge and upskilling to stay up-to-date with our evolving technology solutions. Incorporate and promote online self-service into the local customer journey. Also, support commercial beta process in identifying potential customers for the process and delivering knowledge and support throughout the beta

Work closely with the Customer Success Admin to recommend additions /changes to training materials and localizations for improvements. Help ensure that training materials are up-to-date and tailored to local need

Take part in local farm shows and/or multi-farm events as a keynote speaker advocating dairy production management and the use of technology

Qualifications / Set of Skills

3-5 years of proven experience in a customer-facing role, preferably in customer success, customer training , account management, or similar positions

Enthusiasm for agriculture and technology, with a deep understanding of the dairy livestock industry including understanding of dairy reproduction, cow health, nutrition and milk quality.

Bachelor's degree in a related field or equivalent work experience.

Strong interpersonal and communication skills, with fluency in the native language and proficiency in English

Technical aptitude and the ability to understand complex products and systems.

Proactive, self-motivated, and able to work independently and as part of a team.

Strong organizational skills and attention to detail

Sales and commercial approach oriented is a plus

Basic proficiency with CRM software and other operative tools is plus

Additional information :

Company car is required

Availability to travel on customer sites - 50%+

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

Current Employees apply HERE

Current Contingent Workers apply HERE

Search Firm Representatives Please Read Carefully

Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status:

Regular Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid Shift:

Valid Driving License:

Hazardous Material(s):

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