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.
Education:
University degree in veterinary medicine, zoo technician or relevant. Preferably with PhD or relevant specialization in area of the required species specialization.
Requirements:
• 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.
• Ability to travel up to 60%
• English in excellent written and verbal command
•Fluent in Polish
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:
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):
Job Posting End Date:
11/10/2025
*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.
Requisition ID:R364956
