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

Merck KGaA Darmstadt Germany - Dover, DE

Full-time - Mid Level

Dover, DE

Chemical Manufacturing

About the position

The Dairy Monitoring Customer Success Specialist is a customer-focused role that serves as the first line of contact for clients using the company's technology portfolio in the dairy industry. This position is crucial for ensuring customers derive maximum value from the technology, providing training, support, and guidance to enhance their experience. The specialist will work closely with customers, distributors, and internal teams to facilitate the implementation and effective use of monitoring systems, ultimately contributing to improved animal health and productivity.

Responsibilities

• Conduct basic training sessions with new customers to ensure understanding of the technology portfolio.
• Monitor customer progress and address challenges or issues promptly.
• Collaborate with the implementation team for seamless delivery and setup of monitoring systems.
• Build and maintain strong relationships with customers for ongoing support and satisfaction.
• Stay updated with industry trends to provide valuable insights to customers.
• Act as an ambassador for the company, promoting the technology portfolio.
• Develop and deliver training on software use, reports, and sensor technology data interpretation.
• Customize user portals and reports to enhance user experience.
• Integrate third-party management software with Sensehub Dairy software.
• Recommend process changes for full implementation of sensor technology.
• Audit herds to determine financial impacts and benefits of the Sensehub Dairy system.
• Consult with owners and managers to improve customer experience.
• Ensure all customer inquiries are addressed 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 with livestock monitoring accounts to ensure system success.
• Gather testimonials, case studies, and video clips for marketing purposes.
• Raise issues and recommend improvements to support services.
• Manage multiple projects using project management skills.
• Support the sales process by consulting with prospects about software and reports.
• Interface with marketing teams to recommend improvements for sensor technology.
• Organize user groups and farm demonstrations with partners.

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 to convey 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 working in dairy management, reproduction, or as a nutritionist/consultant.
• Excellent written, verbal, and MS Office skills.
• Ability to avoid conflict-of-interest situations in dealings with suppliers and customers.
• Willingness to abide by company policies when traveling or purchasing company assets.
• Strong organization and coordination skills.

Nice-to-haves

• Bilingual in English and Spanish preferred.