Job Description Position overview: The primary responsibility of the Customer Success Specialist will be to ensure the satisfaction and success of our valued customers, supporting them as they transition from prospects to active users of the products and on an ongoing basis. This role will be a key point of contact for customers, providing initial onboarding, ongoing training support, and answering questions about product functionality. As a field-based role, the Customer Success Specialist will work directly with our customers to ensure they fully adopt and utilise our products to meet their operational needs. This role will be active during new product launches as well as on an ongoing basis throughout the customer journey. The Customer Success Specialist will provide professional and scientific support and interact with internal and external customers to achieve the commercial objectives of the organization at a country level. Responsibilities: ·Product expertise: Develop a deep understanding of our dairy technology solutions to effectively support customers. Know the features, functionality and benefits of the products to provide accurate guidance and support. · Customer onboarding and training: Visit customers on-site to guide them through the initial onboarding process to ensure they are equipped to maximise the benefits of our products. Provide comprehensive training to customers to enable them to effectively utilise the technology for their livestock dairy operations. · Evaluate and optimise farm routines: Understand and evaluate farm routines to act as a consultant, recommending changes to optimise and fully implement our technology. Conducting farm assessments in reproduction, including assessments for calf and heifer management, health and milk quality. · Provide ongoing product knowledge support: Respond to customer enquiries about product functionality and use through our CRM system. Provide timely and accurate support, resolving customer queries and issues in a professional and customer-focused manner. · Customer Retention and Advocacy: Build strong, long-term relationships with existing customers by understanding their individual needs and acting as their advocate within the company. Provide personalised support and guidance to address customer concerns to ensure their satisfaction and success. · Drive commercial activities: Identify up-sell, cross-sell and upgrade opportunities for existing customers. Work with the sales team to drive commercial activities, including the promotion of additional products and services that meet customer needs. · Gather customer feedback: Actively collect and document customer feedback to measure satisfaction and identify areas for improvement. Use feedback to drive product enhancements and improvements, contributing to an improved customer experience. · Cross-functional collaboration: Work closely with the above-market customer success team to gain product knowledge and skills, and stay abreast of evolving technology solutions. Integrate and promote online self-service options into the local customer journey. Support the commercial beta process by identifying potential customers and providing knowledge and support throughout the beta phase. · Work with the Customer Success Admin: Work closely with the Customer Success Admin to recommend additions or changes to training materials and localisations for improvement. Help ensure that training materials are up to date and tailored to local needs to ensure effective customer onboarding and continued success. · Industry advocacy: Participate as a keynote speaker at local farm shows and multi-farm events to promote dairy production management and the use of technology. Share insights, best practices and success stories to promote the benefits of our dairy technology solutions. ·Ensures that all activities are in line with compliance and our company's code of conduct. Education: University degree in veterinary medicine, zoo technician or relevant. Preferably with PhD or relevant specialization in area of the required species specialization. Skills Required: • Proven Experience: Possess 3-5 years of proven experience in a customer-facing role, preferably in customer success, customer training, account management, or similar positions. This experience demonstrates the ability to effectively engage with customers and drive their success. • Agriculture and Dairy Industry Knowledge: Have enthusiasm for agriculture and technology, along with a deep understanding of the dairy livestock industry. This includes a comprehensive understanding of dairy reproduction, cow health, nutrition, and milk quality. Knowledge of industry standards and practices is crucial for effectively assisting customers in optimizing their livestock operations. • Education: Hold a Bachelor's degree in a related field or possess equivalent work experience. A degree or background in agriculture, animal science, or a related field is beneficial for understanding the technical aspects of livestock dairy technology. • Interpersonal and Communication Skills: Demonstrate strong interpersonal and communication skills, with fluency in the native language and proficiency in English. The ability to effectively communicate and build relationships with customers, understand their needs, and advocate for their success is essential for the role. • Technical Aptitude: Display technical aptitude and the ability to understand complex products and systems. Having the capability to comprehend and effectively explain the functionalities and benefits of the technology monitoring solutions is crucial for assisting customers and providing support. • Proactive and Self-Motivated: Be proactive, self-motivated, and able to work independently and as part of a team. Taking initiative in identifying customer needs, suggesting improvements, and resolving issues is key to ensuring customer success. • Organizational Skills and Attention to Detail: Possess strong organizational skills and attention to detail to effectively manage customer relationships, materials, and documentation. This includes maintaining accurate records of customer interactions, tracking progress, and following up on commitments. • Sales and Commercial Orientation: Having a sales and commercial approach-oriented mindset is a plus. This includes identifying upselling or cross-selling opportunities and collaborating with the sales team to drive commercial activities. • Proficiency in CRM Software and Operative Tools: Basic proficiency with Customer Relationship Management (CRM) software and other operative tools is beneficial. This allows for efficient management of customer interactions, documentation, and collaboration with cross-functional teams. • Ability to travel up to 60% • English in excellent written and verbal command •Fluent in Polish Current Employees apply HERE Current Contingent Workers apply HERE Search Firm Representatives Please Read Carefully Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. Employee Status: Regular Relocation: VISA Sponsorship: Travel Requirements: Flexible Work Arrangements: Not Applicable Shift: Valid Driving License: Hazardous Material(s): Required Skills: Adaptability, Adaptability, Animal Science, Beef Cattle Management, Customer Engagement, Customer Experience Management, Customer Handling, Customer Relationship Building, Customer Relationship Management (CRM), Customer Relationship Management (CRM) Software, Customer Retentions, Customer-Support, Customer Value Management, Data Analysis, Management Process, Personal Initiative, Portfolio Management, Product Management, Regulatory Compliance, Sales Operations, Sales Services, Scientific Communications, Scientific Writing, Segmentation Strategy, Swine Production {+ 5 more} Preferred Skills: Job Posting End Date: 10/15/2025 *A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date. Our company is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. The difference between potential and achievement lies in the spark that fuels innovation and inventiveness; this is the space where we have codified our legacy for over a century. Our success is backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.
