Associate Director, Technology Solutions Beef Customer Success

Job Description
The Associate Director, Technology Solutions Beef Customer Success is responsible for building, developing and leading the Livestock Technology Solutions Beef Customer Success team to ensure the long-term success that our customer have with the investment that they have made in our company's Animal Health Livestock Monitoring Systems.- Success will be measured through successful deployments and growth of our Beef Technology Solutions offering, as well as via collected feedback from customers in the form of satisfaction surveys, etc.-In addition, this individual will be responsible for the customers in an assigned geographic territory. This individual will be a member of the North American Livestock Technology Solutions Leadership team, playing a key role in the development of our intermediate and long-term strategic plans.- In addition, the successful candidate will lead their team to successfully implement our strategies and tactics to achieve our annual targets.-
The Associate Director will also play an important role, along with their team, in providing voice of the customer input to our ongoing research & development project and current product enhancements.- This will include working directly with local marketing, sales, market development, global marketing and R&D colleagues on teams as required.-The candidate should be located within the Central US time zone.
The successful candidate will lead the Technology Solutions Beef Customer Success team to:
Develop and implement initial training and follow up training, post installation, both defined and ad hoc.- This will be built upon a planned 'roadmap' that is aligned with customer needs and targeted to optimize the experience for both the customer as well as our company's Animal Health, targeting a scalable and sustainable model.- As well as obtain feedback from the internal team as well as directly from customer on the long-term success that they have with the investments made in our Technology Solutions
Work closely with our customers, partners, sales team, technical team, and global customer support teams to ensure a positive experience and satisfaction with their investment in our company's Animal Health Livestock Monitoring Technology.
This Associate Director role will lead a team of Customer Success professionals and will drive a culture that promotes innovation, continuous improvement, a customer focused mindset, and values feedback and inclusion to develop talent. The role will partner with Sales leadership, Technical Support, Product Development as well as Global Marketing. Internal Key Contacts : Sales, Technical Support, Technical Services, Finance, Business Operations, Channel Management, Corporate Accounts, HR, Legal, Compliance, Communications, Global Marketing & R&D for pipeline development and launch readiness.
External Key Contacts: Our company's Animal Health Livestock Monitoring customers, Industry Associations, and Key Opinion Leaders
Education Requirements: Bachelor's Degree or comparable industry experience
Required Skills and capabilities: Must have a minimum of 7 years of combined work experience in Sales, Customer Support and or management roles in an agricultural field
Current knowledge of the North American beef (Feedlot, Stocker & Cow-calf) industry
Demonstrated ability to work with customers to identify and implement plans for success with capital investments
Demonstrated ability to build business relationships both internally and externally
Demonstrated ability to develop and implement accurate and successful customer implementation and training plans
Demonstrated ability to work collaboratively in a matrix organization
Excellent oral, written and presentation communication skills
Strong understanding of business metrics
History of sound decision making and innovative thinking
Ability to balance the needs of our company's Animal Health with customer needs
Ability to work as a fast paced, growing team in a developing industry
Must be results oriented and able to work independently with little direct supervision
Superior organizational, analytical and time management skills
Must be able to travel overnight up to 70%
Preferred Skills and capabilities: Experience successfully leading a field based team of professionals
Experience utilizing US industry feedlot and cow-calf management systems (Turnkey, Accutrac, CattleSoft, etc.)
Experience with our company's Animal Health Livestock Monitoring Solutions
Experience in the agricultural technology space
Experience in livestock production or demonstrated aptitude to quickly learn the industry
Fluence in Spanish is preferred but not required
#EBRG 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 separationpackage, 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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Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, generally Tuesday, Wednesday and either Monday or Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence. -This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as "remote". 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:
No relocation VISA Sponsorship:
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75% Flexible Work Arrangements:
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n/a Job Posting End Date:
05/24/2024
*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. Job Posting End Date: 05/24/2024
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: R293759