Merck – Associate Director, Technology Solutions Customer Success – Madison, Wisconsin – USA

March 9, 2023
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Job Description

Job Description

The Associate Director, of Technology Solutions Customer Success, is responsible for building, developing, and directing the Livestock Technology Solutions Customer Success team to ensure the long-term success that our customers have with the investment that they have made in our company’s Animal Health Livestock Monitoring Systems. As a member of the North American Livestock Technology Solutions Leadership team, the Associate Director plays a key role in the development of our intermediate and long-term strategic plans resulting in the successful implementation of our strategies and tactics to achieve our annual targets.

Responsibilities and Duties:

  • Utilize customer input to steer ongoing research & development project and current product enhancements
  • Develop and implement initial training and follow-up training, post-installation, both defined and ad hoc.  As well as obtain feedback from the internal team as well as directly from customers 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.
  • A foster team culture that promotes innovation, continuous improvement, a customer-focused mindset, and values feedback and inclusion to develop talent.
  • 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 in Animal Science, Veterinary Science, Food Science, or related disciplines

Required Skills and capabilities:

  • Minimum of 5 years of combined work experience in Sales, Customer Support, Livestock, Dairy industry, and or management roles in an agricultural field
  • Must have demonstrated experience in people management with the ability to develop and implement accurate and successful customer implementation and training plans
  • Current knowledge of the North American dairy industry
  • Experience with Dairy Herd Management software applications (DC305, PC Dart, etc.)
  • 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
  • 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 40-50%

Preferred Skills and capabilities:

  • Background as a dairy herds person, farm manager, or associated skills
  • 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
  • Fluent in Spanish is preferred but not required

Our Animal Health Division is a trusted global leader in veterinary medicine, dedicated to preserving and improving the 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 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 their 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.

Employees working in roles that the Company determines to 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:

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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.

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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:

Remote Work