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

Merck KGaA Darmstadt Germany - Kansas City, KS

Full-time - Mid Level

Onsite - Kansas City, KS

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 while utilizing the company's technology portfolio. This role is pivotal in training customers on sensor technology data related to dairy farming, helping them maximize the value of the products and navigate the change management process effectively. The specialist will work closely with customers, distributors, and internal teams to deliver training, monitor progress, and provide ongoing support, ultimately contributing to the success of dairy operations worldwide.

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 solutions.
• Develop and deliver training on software use, reports, and protocols.
• 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 and case studies for marketing purposes.
• Raise issues and recommend improvements for 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, 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).
• Travel opportunities (50% travel required).