Dairy Monitoring Customer Success Specialist (Kansas, Colorado, Arizona)

Merck & Co. - Lenexa, KS

Full-time - Mid Level

Onsite - Lenexa, KS

1,001-5,000 employees

Chemical Manufacturing

About the position

The Dairy Monitoring Customer Success Specialist will serve as the primary contact for customers, ensuring they receive exceptional service and support. This role is crucial in helping customers maximize the value of the company's technology portfolio, particularly in the dairy industry. The specialist will provide training on sensor technology data related to reproduction, health, and milk production, and assist customers in managing the implementation of these products. The position requires strong communication skills, a solid understanding of dairy operations, and a commitment to customer success.

Responsibilities

• Conduct basic training sessions with new customers on technology usage.
• Monitor customer progress and address challenges promptly.
• Collaborate with the implementation team for seamless system delivery.
• Build and maintain strong customer relationships for ongoing support.
• Stay updated with industry trends to provide valuable insights.
• Act as an ambassador for the company's technology portfolio.
• Develop and deliver training for end customers and distributors.
• Customize user portals and reports to enhance user experience.
• Integrate third-party management software with Sensehub Dairy software.
• Audit herds to assess financial impacts and benefits of the Sensehub Dairy system.
• Consult with stakeholders to improve customer experience.
• Ensure all customer inquiries are resolved and documented in CRM.
• Recommend improvements to quick guides and customer communication.
• Lead educational efforts for dairy management teams and consultants.
• Conduct on-site meetings to ensure successful system deployment.
• Gather testimonials and case studies for marketing purposes.
• Manage multiple projects using project management skills.
• Support the sales process by consulting with prospects.

Requirements

• Bachelor's degree in animal science, dairy science, or related discipline preferred.
• Experience with herd management software (DairyComp, Bovisync, PC Dart, etc.).
• Proven experience in the dairy industry with a strong understanding of dairy farming practices.
• Excellent communication skills for conveying technical concepts to non-technical individuals.
• Highly patient and customer-oriented with a commitment to customer success.
• Exceptional problem-solving abilities with a proactive mindset.
• Strong organizational skills to multitask and prioritize responsibilities.
• Proficiency in using technology, including software applications and monitoring systems.
• Background as a dairy herdsperson, reproduction specialist, or nutritionist.
• Valid U.S. motor vehicle driver's license without restriction.
• Minimum of three years in dairy management, reproduction, or as a nutritionist/consultant.

Nice-to-haves

• Bilingual in English and Spanish preferred.

Benefits

• Flexible work arrangements (remote work options).
• Hybrid work model with three days on-site per week.
• Comprehensive technology portfolio for employee use.