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

Merck KGaA Darmstadt Germany - Augusta, ME

Full-time - Mid Level

Augusta, ME

Chemical Manufacturing

About the position

The Dairy Monitoring Customer Success Specialist is a customer-focused role responsible for providing exceptional service and support to dairy farmers and their staff. This position involves training customers on the use of sensor technology data related to reproduction, health, and milk production, ensuring they derive maximum value from the technology portfolio. The specialist will also assist customers in managing the change associated with implementing these products, thereby enhancing their operational efficiency and animal welfare.

Responsibilities

• Conduct basic training sessions with new customers on technology portfolio 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 to customers.
• Act as an ambassador for the company, promoting technology value.
• Develop and deliver training on software use and 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 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, 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.

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, dairy software, or as a nutritionist/consultant.
• Excellent written, verbal, and MS Office skills.

Nice-to-haves

• Bilingual in English and Spanish preferred.

Benefits

• Flexible work arrangements (remote work options).