at Merck in Springfield, Illinois, United States
Job Description
Job Description
The Livestock Technology Solutions Customer Success Specialist will be the lead in delivering and developing training for end customers, distributors (train the trainer), and distributor representatives. This position will be responsible and accountable for training end user to successfully enter, interpret and analyze all aspects of sensor technology data including reproduction, health, and milk as well as assist the customer and their staff on the change management journey related to the implementation of our products. Our data-driven solutions are used by farmers, companies and countries to manage hundreds of millions of animals worldwide. By putting intelligent, actionable management information into farmers’ hands, our solutions empower them to act in a timely manner to safeguard their animals’ health and wellbeing, while achieving optimal production outcomes for a healthy food supply.
As the largest provider of animal identification technology, we meet growing customer needs by providing over 500 million tags for identifying, tracking and monitoring animals every year and we monitor over 5.5 million cows daily, which allows access to real-time, actionable data and insights to help improve or enhance animal management and health outcomes.
Job Description:
The Customer Success Specialist will be the lead in delivering and developing training for end customers, distributors (train the trainer), and distributor representatives. This position will be responsible and accountable for training end user to successfully enter, interpret and analyze all aspects of sensor technology data including reproduction, health, and milk.
The position will work closely with training coordinator, end customers, the technical solutions support team, and the sales team to ensure customer user experience and satisfaction with SenseHub Dairy sensor technology products. Train and assist local distributors on customized SOP and protocols for users – and the assurance they are carried out on a day-to-day basis.
Our territory representatives interact face to face with our customers, understand their needs and consult to offer the right solutions. We work collaboratively in Field Sales Teams and play a critical role in supporting our customer centric business model.
Key Competencies:
Training
Develop and deliver training for end customers, dealers, and distributors on software use, reports, protocols and KPIs.
Train end user to successfully enter, interpret and analyze the 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 process allowing for full implementation of sensor technology.
Audits herds to determine the financial impact, management, and personal benefits to producers who purchase the Sensehub Dairy system.
Consult with owners, managers and users as required to improve customer experience.
Ensure all questions are expediently addressed, resolved, and documented in CRM.
Recommend additions to quick guides and customer communication for improvements.
Ensure Users are Successful.
Lead effort to educate dairy management teams, nutritionists, consultants, and veterinarians. This includes onsite visits to users and consultant sites.
Conduct on site meetings with our company’s Animal Health livestock monitoring accounts to ensure success with the deployment of systems.
Assist with gathering of testimonials, case studies and video clips.
Actively raise issues and recommend improvements to support services.
Use project management skills and organization to successfully manage multiple projects at once.
Support the sales process where consultation is needed to help sales prospect feel comfortable with software and reports.
Interface with global marketing and local marketing teams to recommend improvements for our company’s Animal Health livestock monitoring sensor technology.
Work with partners to organize User groups and farm demonstration.
The individual selected will reside in South Dakota. Territory Covered: North Dakota, South Dakota, Nebraska, western Minnesota and western Iowa.
Qualifications:
+ Bachelor’s degree in Animal Science or related discipline preferred.
+ Herd Management software experience (DC305, PC Dart, etc.).
Required Experience & Skills
+ Background as a dairy herdsman, reproduction specialist or nutritionist.
+ Must possess a valid U.S. motor vehicle driver’s license without restriction.
+ A minimum of three years working in dairy management, reproduction, dairy software, or as a nutritionist/consultant.
+ Excellent written, verbal and MS office skills.
+ Should avoid any conflict-of-interest situations as it might apply to outside dealings with suppliers, vendors, customers, or prospects.
+ Willingness to abide by all company policy and approval processes when traveling or purchasing company assets.
+ Possess strong organization/coordination skills to manage time and interaction with customers, dealers, distributors and internal people.
Preferred Experience & Skills
+ Bilingual English and Spanish preferred.
NOTICE FOR INTERNAL APPLICANTS
In accordance with Managers’ Policy – Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.
If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.
Employees working in roles that the Company determines require routine collaboration with external stakeholders, such as customer-facing commercial, or research-based roles, will be expected to comply not only with Company policy but also with policies established by such external stakeholders (for example, a requirement to be vaccinated against COVID-19 in order to access a facility or meet with stakeholders). Please understand that, as permitted by applicable law, if you have not been vaccinated against COVID-19 and an essential function of your job is to call on external stakeholders who require vaccination to enter their premises or engage in face-to-face meetings, then your employment may pose an undue burden to business operations, in which case you may not be offered employment, or your employment could be terminated. Please also note that, where permitted by applicable law, the Company reserves the right to require COVID-19 vaccinations for positions, such as in Global Employee Health, where the Company determines in its discretion that the nature of the role presents an increased risk of disease transmission.
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