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Customer Success Specialist

1 month ago

Bergen, Vestland, Norway Merck Gruppe - MSD Sharp & Dohme Full time

Job Description

We are looking for a dedicated Customer Success Specialist to ensure our customers are satisfied and successful as they transition from sales prospects to active users of our products. In this role, you will be a key point of contact for our customers, providing onboarding, ongoing training support, and answering their questions about product functionality. You will work closely with customers in the field, helping them fully utilize our technology to meet their operational needs.

Key Responsibilities:

  1. Product Expertise: Gain a thorough understanding of our livestock dairy technology solutions to assist customers effectively.
  2. Onboarding and Training: Visit customers on-site to guide them through the onboarding process, ensuring they can maximize our products' benefits.
  3. Farm Assessments: Evaluate farm routines and advise on optimization strategies, focusing on reproduction, calf and heifer management, health, and milk quality.
  4. Ongoing Support: Address customer inquiries regarding product functionality and usage through our Customer Relationship Management system.
  5. Customer Engagement: Build strong, lasting relationships with customers by understanding their needs and advocating for them within the company.
  6. Commercial Opportunities: Identify opportunities for upselling and collaborate with the sales team to promote additional products and services.
  7. Feedback Collection: Gather and document customer feedback to measure satisfaction and identify improvement areas.
  8. Collaboration: Work with the customer success team to stay updated on product knowledge and promote online self-service options.
  9. Training Material Development: Collaborate with the Customer Success Administrator to refine training materials to meet local needs.
  10. Advocacy: Participate in local farm shows or multi-farm events to promote dairy production management and technology use.

Qualifications:

  1. 3-5 years of experience in a customer-facing role such as customer success, training, or account management.
  2. Passion for agriculture and technology, with a solid understanding of the dairy livestock industry, including reproduction, cow health, nutrition, and milk quality.
  3. Veterinarian background is preferred.
  4. Bachelor's degree in a related field or equivalent work experience.
  5. Strong interpersonal and communication skills, fluent in Norwegian and proficient in English.
  6. Technical aptitude and the ability to understand complex products and systems.
  7. Proactive, self-motivated, and capable of working independently and in a team.
  8. Excellent organizational skills and attention to detail.
  9. Sales-oriented mindset is a plus.
  10. Basic proficiency with Customer Relationship Management software and operational tools is preferred.

Additional Information:

  1. A company car is provided.
  2. Willingness to travel to customer sites is required (50% or more).
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