Customer Success Manager

Job Description

We are currently searching for a highly motivated, technical individual to join our Animal Health’s EURAM-Commercial team for DNA TraceBack® to fill the role of Customer Success Manager (m/f/d) – Farm to fork technology solutions, permanent and full-time. The role is 100% remote.

The Customer Success Manager (m/f/d) – Farm to fork technology solutions is responsible for ensuring customer success and supporting and developing our current customer programs and services plus the detailed implementation of newly introduced customer projects. The role requires frequent customer contact and engagement.   

The role involves working with our customers, farming organizations, industry bodies, abattoirs, food processing facilities, and retailers. It also requires regular communication with our commercial, laboratory operations and data analytics team. It is a dynamic role requiring excellent organizational and interpersonal skills and attention to detail.

Role and Responsibilities:

• Develop and maintain excellent working relationships with customer/supply chain stakeholders

• Manage the day-to-day technical activities involved in maintaining current programs/services. Be the key player in the operational set up/delivery of new projects/services

• Ensure new projects/services are delivered to the agreed/expected standard and timeline, whilst also reporting on progress

• Ensure troubleshooting and training requirements at customer/supply chain level are met

• Co-ordinate with the laboratory operational teams to ensure program deliverables and expectations are met on a timely basis and act as liaison between the operational teams and the program/project stakeholders in the supply chain

• Ensure projects/services are delivered within the Quality Assurance framework

• Document operational protocols for successful service delivery

• Provide regular progress reports to internal stakeholders

• Support on the direction of the strategy for the company’s products and services in the region and apply a commercial mindset

• Highlight and discuss identified commercial opportunities within existing and new customers within the region

Required Competencies:

• Written and verbal fluency in German and English is essential

• Competency in another European Language would be beneficial

• Ability to effectively communicate technical and scientific data to a non-scientific audience

• Two years working experience in animal protein industry (e.g., retail, food service, processing) is strongly desired

• Project Management Experience in other food related or livestock industries, animal genetics, is preferred

• An understanding of animal genetics is desirable

• A Bachelor´s degree in Biological Science, Food/Animal Science, Agricultural Science, or an equivalent discipline is required, a Master´s degree is desirable but not essential

• Working experience with food traceability systems and with Quality Assurance systems are essential

• Working experience in managing projects are desirable

• Proficiency in MS Office is essential

Requirements:

• A full and clean driving license is required

• You are aware of the frequent travel requirements to client sites within Europe, frequent destinations include Germany, Austria, Switzerland, Poland, France, and Ireland however broader travel in EURAM (Europe, Africa, and Middle East) may be required

Skill set:

• You have a customer focused approach and a passion for Technology

• You seek to understand customers, actively identifying barriers that impact customer service and retention

• Your excitement for the future is inspiring

• You can demonstrate persistence and resilience

• You can work independently

• You have excellent persuasive / influencing and collaborative skills

• You seek to build relationships, facilitate agreement, and support partnerships

• You are a Team-Player and have excellent communication skills

• You are highly organized with excellent time management skills

• You are a problem solver and can handle crisis situations in an efficient manner

• You can think innovative, creative, and out of the box

• You have a strong commercial and entrepreneurial mindset

Our Animal Health Division is a trusted global leader in veterinary medicine, dedicated to preserving and improving health, well-being, and performance of animals and the people who care for them. We are a global team of professionals working together to make a positive difference in animal care and the world’s food supply and have a deep sense of responsibility toward

Our Animal Health Division is a trusted global leader in veterinary medicine, dedicated to preserving and improving health, well-being, and performance of animals and the people who care for them. We are a global team of professionals working together to make a positive difference in animal care and the world’s food supply and have a deep sense of responsibility towards our customers, consumers, animals, society, and our planet.

Through our commitment to The Science of Healthier Animals®, we offer veterinarians, farmers, pet owners and governments one of the widest ranges of veterinary pharmaceuticals, vaccines and health management solutions and services as well as an extensive suite of digitally connected identification, traceability and monitoring products. We invest in dynamic and comprehensive R&D resources and a modern, global supply chain. We are present in more than 50 countries, while our products are available in some 150 markets.

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

People with severe disabilities and their equivalents will be given preference if they are equally qualified.

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:

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

*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.

Job Posting End Date:09/18/2024

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:R296487