Dairy Monitoring Customer Success Specialist (Texas, New Mexico)

Merck KGaA Darmstadt Germany - Springfield, IL

Full-time - Mid Level

Onsite - Springfield, IL

Chemical Manufacturing

About the position

The Dairy Monitoring Customer Success Specialist will lead the training and support for end customers and distributors in utilizing sensor technology data related to dairy management. This role focuses on ensuring customer satisfaction and effective implementation of the SenseHub Dairy system, which aids in animal health and production outcomes. The specialist will work closely with various teams to enhance user experience and provide actionable insights to dairy management teams.

Responsibilities

• Deliver and develop training for end customers, dealers, and distributors on software use, reports, protocols, and KPIs.
• Train end users to successfully enter, interpret, and analyze 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 processes for full implementation of sensor technology.
• Audit herds to determine the financial impact and benefits of the SenseHub Dairy system.
• Consult with owners, managers, and users to improve customer experience.
• Ensure all questions are addressed, resolved, and documented in CRM.
• Recommend additions to quick guides and customer communication for improvements.
• Lead efforts to educate dairy management teams, nutritionists, consultants, and veterinarians through onsite visits.
• Conduct onsite meetings with livestock monitoring accounts to ensure success with system deployment.
• Assist with gathering testimonials, case studies, and video clips.
• Raise issues and recommend improvements to support services.
• Manage multiple projects using project management skills and organization.
• Support the sales process by consulting with prospects to ensure comfort with software and reports.
• Interface with global and local marketing teams to recommend improvements for livestock monitoring technology.
• Organize user groups and farm demonstrations with partners.

Requirements

• Bachelor's degree in Animal Science or related discipline preferred.
• Experience with herd management software (e.g., DC305, PC Dart).
• Background as a dairy herdsman, reproduction specialist, or nutritionist.
• Valid U.S. motor vehicle driver's license without restriction.
• Minimum of three years working in dairy management, reproduction, dairy software, or as a nutritionist/consultant.
• Excellent written, verbal, and MS Office skills.
• Strong organization and coordination skills to manage time and interactions with customers, dealers, distributors, and internal teams.

Nice-to-haves

• Bilingual in English and Spanish preferred.

Benefits

• Health insurance
• 401k
• Paid holidays
• Flexible scheduling
• Professional development opportunities