Job Description
We are seeking a highly motivated and customer-focused individual to join our team as a Dairy Monitoring Customer Success Specialist. In this role, you will be the first line of contact for our valued customers, providing them with excellent service and support. You will play a crucial role in ensuring our customers have a seamless experience with our technology portfolio and are able to derive maximum value from it. This position requires a strong understanding of the dairy business, excellent communication skills, and the ability to provide patient and effective training.
The Dairy Monitoring Customer Success Specialist will join our company's Animal Health's Livestock Technology Solutions division and 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 production, as well as assist the customer and their staff on the change management journey related to the implementation of our products. Our data-driven solutions are used by farmers and companies to manage hundreds of millions of animals worldwide. By putting intelligent, actionable management information into farmers' hands, our solutions empower them to act in a timely manner to safeguard their animals' health and wellbeing, while achieving optimal production outcomes for a healthy food supply.
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.
The individual selected will reside in Kansas, Colorado, or Arizona **.
Company Overview:**
Our company's Animal Health, our mission is to revolutionize the dairy industry through cutting-edge technology and exceptional customer service. We provide dairy farmers and employees with a comprehensive technology portfolio that helps optimize operations, improve productivity, and enhance animal welfare. As the leading provider in the industry, we are committed to delivering superior solutions and empowering dairy farmers worldwide.
As the largest provider of animal identification technology, we meet growing customer needs by providing over 500 million tags for identifying, tracking, and monitoring animals every year and we monitor over 5.5 million cows daily, which allows access to real-time, actionable data and insights to help improve or enhance animal management and health outcomes.
Key Competencies:
Conduct basic training sessions with new customers, ensuring they have a thorough understanding of our technology portfolio and how to utilize it effectively.
Monitor customer progress and address any challenges or issues that arise promptly and professionally.
Collaborate closely with the implementation team to ensure seamless delivery and setup of the monitoring system.
Build and maintain strong relationships with customers, offering ongoing support and guidance to maximize their satisfaction.
Stay up to date with industry trends, advancements, and best practices to provide valuable insights and recommendations to customers.
Act as an ambassador for our company, promoting our technology portfolio and showcasing the value it brings to the dairy industry.
Develop and deliver training for end customers, dealers, and distributors on software use, reports, protocols and KPIs, and how to successfully enter, interpret and analyze the sensor technology information, including reproduction, health, and milk data.
Customize user portal and user reports to improve the user experience with software.
Integrate third party management software with Sensehub Dairy software.
Recommend 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 the Sensehub Dairy system.
Consult with owners, managers and users as required 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:
Education Minimum Requirements ·
Bachelor's degree in animal science, dairy science, or related discipline preferred.
Herd Management software experience (DairyComp, Bovisync, PC Dart, etc.).
Proven experience working in the dairy industry, with a strong understanding of dairy farming practices and challenges.
Excellent communication skills, with the ability to effectively communicate technical concepts to non-technical individuals.
Highly patient and customer-oriented, with a strong commitment to ensuring customer success.
Exceptional problem-solving abilities, with a proactive and solution-oriented mindset.
Strong organizational skills, with the ability to multitask and prioritize responsibilities.
Proficiency in using technology, including software applications and monitoring systems.
Required Experience & Skills
Background as a dairy herdsperson, reproduction specialist or nutritionist.
Must possess a valid U.S. motor vehicle driver's license without restriction.
A minimum of three years working in dairy management, reproduction, dairy software, or as a nutritionist/consultant.
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 Experience & Skills
Bilingual English and Spanish preferred.
Travel Requirements:
50%
Flexible Work Arrangements:
Remote
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.
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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, Monday - 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".
San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance
Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance
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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:
Remote
Shift:
1st - Day
Valid Driving License:
Yes
Hazardous Material(s):
n/a
Job Posting End Date:
11/12/2024
*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.
Requisition ID: R319191
