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Job Details

Merck & Co, Inc

Customer Success Specialist, Dairy Monitoring Strategic Accounts (Texas, Kansas)

Customer Service

Collections Specialist


Kansas City, Kansas, United States

Job Description

Job Description:

The Technology Solutions Customer Success Strategic Account role is responsible for user proficiency/success with the largest corporate U.S. dairy operations located within the United States. This role will be the lead in delivering and developing training of the ALI monitoring systems for end customers. The Monitoring Success Strategic Account role is a leader and trusted business partner who will develop and manage relationships with key accounts – from their executive leaders to managers of their individual operations. The Monitoring Success Strategic Account role will also effectively communicate and coordinate with distributor partners, our company's biopharma and technology solutions territory managers, regional managers and technical services staff who support those accounts.

The position will work closely with the Technology Solutions strategic accounts Sales manager, our company's Strategic Accounts managers, and regional Customer Success Specialists

Key Competencies:


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 data including reproduction, health, and milk.

  • Customize user portal and user reports to improve the user experience with software.

  • Integrate third party management software with ALI software.

  • Recommend changes to customers current process allowing for full implementation of sensor technology.

  • Audit herds to determine the financial impact, management, and personal benefits to producers who purchase ALI system.

  • Consult with owners, managers and users as required to improve customer experience.

  • Ensure all questions are expediently addressed, resolved and documented in CRM.

  • Effectively Communicate features that need to be developed to better service large strategic accounts.

Ensure User Success

  • Candidate must have a strong working knowledge of the largest commercial dairy farms in the western United states.

  • Lead efforts to educate dairy management teams, nutritionists, consultants and veterinarians. This includes onsite visits to users and consultant sites.

  • Conduct on site meetings with “Key” accounts to ensure successful deployment of our our company's Animal Health Technology Solutions.

  • 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 Dairy Center of Excellence to recommend improvements for our company's Animal Health Technology Solutions sensor technology.


Education Minimum Requirements

  • Bachelor’s degree in Animal Science or related discipline.

  • 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 five years working in dairy management, reproduction, dairy software, or as a nutritionist/consultant.

  • Excellent written, verbal and MS office skills.

  • 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.

Job: Technical

Travel: Yes, 50/60 % Travel

Shift (if applicable): N/A


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.

Who we are …

We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for …

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.


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.

Residents of Colorado

Click here to request this role’s pay range.

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.

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

For more information about personal rights under Equal Employment Opportunity, visit:

EEOC Know Your Rights

EEOC GINA Supplement​

Pay Transparency Nondiscrimination

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.

Residents of Colorado:

Click here to request this role’s pay range.

Learn more about your rights, including under California, Colorado and other US State Acts

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:



No relocation

VISA Sponsorship:


Travel Requirements:


Flexible Work Arrangements:

Not Specified


Not Indicated

Valid Driving License:


Hazardous Material(s):

Requisition ID:R231129