Senior Specialist Demand and Capacity Management Customer Success

$111,400 - $175,300/Yr

Merck & Co. - Rahway, NJ

Full-time - Mid Level

Onsite - Rahway, NJ

Chemical Manufacturing

About the position

The Senior Specialist of Demand and Capacity Management Customer Success plays a critical role in the Business of IT (BIT) program, focusing on aligning business processes with IT transformation goals. This position is responsible for enhancing customer engagement and ensuring that internal customer needs are met through effective product management and stakeholder relationship management.

Responsibilities

• Leads onboarding and customer engagement for a repeatable, customer-focused experience and customer support.
• Acts as a customer-focused business analyst, working closely with internal customers and the product manager to realize value through understanding customer needs.
• Manages stakeholder relationships and serves as a single point of contact for internal customers.
• Partners with the organization change management workstream on training and change management activities to support product rollout and scale.
• Collaborates with the process enablement workstream to ensure alignment across people, process, and tools.

Requirements

• Bachelor's degree.
• A minimum of 5 years' experience in IT product management, management consulting, business analysis, digital strategy, digital transformation, or related fields.
• Experience with work and portfolio management tools like Jira, Apptio Targetprocess, and Microsoft Project.
• Experience with global programs and project delivery of IT solutions.
• Proven experience in a business analyst or consulting role, capturing and clarifying requirements and customer needs.
• Ability to navigate matrix organizations and adapt to ambiguity and changes.
• Ability to develop effective trust-based relationships with cross-functional stakeholders.
• Understanding of agile methodology and product delivery lifecycle.
• Strong attention to detail and presentation skills, with the ability to facilitate meetings, trainings, and workshops.
• Consulting mindset with a proactive, can-do attitude.

Nice-to-haves

• Proficiency in delivering scalable and performant solutions for Strategic Portfolio Management capabilities.
• Understanding of Organizational Change Management principles and their integration with product delivery.
• Self-directed, self-motivated professional who can drive expected results with little direction.
• Expertise in User Experience Design.
• Certification in program or project management methodologies (e.g., PMP, Agile, Scrum).

Benefits

• Bonus eligibility
• Long term incentive if applicable
• Health care and other insurance benefits (for employee and family)
• Retirement benefits
• Paid holidays
• Vacation
• Sick days