Job Description
The Livestock Technology Solutions Customer Success Specialist will be the lead in delivering and developing training for end customers, distributors (train the trainer), and distributor representatives. This position will be responsible and accountable for training end user to successfully enter, interpret and analyze all aspects of sensor technology data including reproduction, health, and milk as well as assist the customer and their staff on the change management journey related to the implementation of our products
The position will work closely with Customer Success Manager end customers, Technical Solutions Support team, and Sales teams to ensure customer user experience and satisfaction with our company’s Animal Health livestock sensor technology products. Train and assist local distributors on customized SOP and protocols for users – and the assurance they are carried out on a day-to-day basis.
Our Territory Representatives interact face to face with our customers, understand their needs and consult to offer the right solutions. We work collaboratively in Field Sales Teams and play a critical role in supporting our customer centric business model.
Key Competencies:
Training
• Develop and deliver training for end customers, dealers, and distributors on software use, reports, protocols and KPIs.
• Train end user to successfully enter, interpret and analyze the sensor technology data including reproduction, health, and milk.
• Customize user portal and user reports to improve the user experience with software.
• Integrate third party management software with company’s software.
• Work with customer to implement necessary change management strategies, including recommending changes to customers current process allowing for full implementation of sensor technology.
• Audits herds to determine the financial impact, management, and personal benefits to producers who purchase our system.
• Consult with owners, managers and users to improve customer experience.
• Ensure all questions are expediently addressed, resolved and documented in CRM.
• Recommend additions to quick guides and customer communication for improvements.
.
Ensure Users are Successful
• Lead effort to educate dairy management teams, nutritionists, consultants and veterinarians. This includes onsite visits to users and consultant sites.
• Conduct on site meetings with our company’s Animal Health livestock monitoring accounts to ensure success with the deployment of systems.
• Assist with gathering of testimonials, case studies and video clips.
• Actively raise issues and recommend improvements to support services.
• Use project management skills and organization to successfully manage multiple projects at once.
• Support the sales process where consultation is needed to help sales prospect feel comfortable with software and reports.
• Interface with global marketing and local marketing teams to recommend improvements for our company’s Animal Health livestock monitoring sensor technology.
• Work with partners to organize User groups and farm demonstration.
Qualifications:
• Must possess a valid U.S. motor vehicle driver’s license without restriction.
• Excellent written, verbal and MS office skills.
• Should avoid any conflict of interest situations as it might apply to outside dealings with suppliers, vendors, customers, or prospects.
• Willingness to abide by all company policy and approval processes when traveling or purchasing company assets.
• Possess strong organization/coordination skills to manage time and interaction with customers, dealers, distributors and internal people.
Preferred Skills
• A four-year college degree or two-year dairy specific degree. In lieu of a degree, industry experience preferred.
• Herd Management software experience (DC305, PC Dart, etc.).
• Background as a dairy herdsman, reproduction specialist or nutritionist.
• A minimum of three years working in dairy management, reproduction, dairy software, or as a nutritionist/consultant.
• Bilingual English and Spanish preferred.
NOTICE FOR INTERNAL APPLICANTS
In accordance with Managers’ Policy – Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.
If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separationpackage, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.
Employees working in roles that the Company determines require routine collaboration with external stakeholders, such as customer-facing commercial, or research-based roles, will be expected to comply not only with Company policy but also with policies established by such external stakeholders (for example, a requirement to be vaccinated against COVID-19 in order to access a facility or meet with stakeholders). Please understand that, as permitted by applicable law, if you have not been vaccinated against COVID-19 and an essential function of your job is to call on external stakeholders who require vaccination to enter their premises or engage in face-to-face meetings, then your employment may pose an undue burden to business operations, in which case you may not be offered employment, or your employment could be terminated. Please also note that, where permitted by applicable law, the Company reserves the right to require COVID-19 vaccinations for positions, such as in Global Employee Health, where the Company determines in its discretion that the nature of the role presents an increased risk of disease transmission.
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We are an Equal Opportunity Employer, committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status, or other applicable legally protected characteristics. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:
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U.S. Hybrid Work Model
Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, generally Tuesday, Wednesday and either Monday or Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence. This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as “remote”.
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:
Domestic
VISA Sponsorship:
No
Travel Requirements:
50%
Flexible Work Arrangements:
Not Specified
Shift:
Not Indicated
Valid Driving License:
Yes
Hazardous Material(s):
N/A
Requisition ID:R257124
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