Customer Success Manager

Job Description

Do you have a passion for agriculture, technology, and helping customers succeed? Now's your chance to join a global team that's dedicated to making a positive difference in the world. At our company, you will be a vital part of our mission to provide world-class devices for animal identification and traceability. Our pioneering monitoring solutions deliver smart data products and services for the management and wellbeing of livestock, fish and pets.

As a Manager of the Customer Success Specialists, your primary responsibility will be to oversee a team dedicated to ensuring our valued customers' satisfaction and success throughout their entire journey with our products. You will provide strategic guidance, mentorship, and support to the Customer Success Specialists as they engage with customers, provide onboarding assistance, ongoing training support, and address product functionality knowledge requests. In addition, you will serve as a point of escalation for complex customer issues, collaborate with cross-functional teams to align Customer Success initiatives and facilitate training and development programs for the team. In this role, you will play a crucial part in driving customer satisfaction, product adoption, and overall Customer Success within our organisation.

Key responsibilities:

• Team Leadership and Management: You will lead a team of Customer Success Specialists, providing mentorship, guidance, and support to help them excel in their roles. This will involve setting performance goals, conducting regular performance evaluations, and fostering a cooperative and productive team environment.
• Sales Budget: This role is responsible for delivering a dedicated sales budget through successfully upselling new products and applications to our existing customer base. In close collaboration with the Customer Success Specialists, you will develop effective strategies and initiatives to articulate the value and benefits of these additional offerings, ultimately driving increased upsell and cross-sell opportunities and successfully achieving the sales budget targets.
• Customer Relationship Management: You will serve as a point of escalation for complex customer issues, ensuring that any challenges or concerns are addressed and resolved promptly. Additionally, you will work closely with the Customer Success Specialists to build strong relationships with key stakeholders and decision-makers within client organisations.
• Training and Development: You will facilitate ongoing training and development programmes for the Customer Success Specialists, ensuring they have the knowledge and skills necessary to effectively support customers throughout their journey. This will involve staying up to date with product developments and industry trends to ensure the team remains well-informed and capable of providing industry leading customer support.
• Collaboration with Cross-Functional Teams: You will collaborate closely with sales, marketing, product, and above-market teams to align Customer Success initiatives with overall business objectives. This will involve providing customer feedback and insights to influence product development and improve the customer experience.
• Work closely with the Customer Success Admin to recommend additions /changes to training materials and localisations for improvements. Help ensure that training materials are up-to-date and tailored to local needs.

• Take part in local farm shows and multi-farm events as a keynote speaker advocating dairy production management and the use of technology.

• Customer Success Specialists Support: With the Customer Success Specialists being a new position, the Customer Success Manager will occasionally step in to support and complete specific activities until the new team has fully integrated and established.

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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):

Requisition ID:R276861