Customer Success Digital Solutions Specialist

Job Description

Our Company is where we transform vision into reality. It's where ideas become technologies, and cutting-edge technologies become solutions for animal care and management.

We support farmers by providing real-time actionable information to help them manage their herds. It provides pet owners with smart devices and data that give them a better understanding of their pets' activity and health needs, enriching relationships. It helps conservationists safeguard natural environments and wildlife.

Leveraging decades of Technological Research & Development experience across many markets, technologies, and species, along with development environments and Quality Assurance procedures, we're always inventing new ways to look after the health and well-being of animals. Our decades of experience keep us ahead of the curve by leveraging advanced Technological Solutions from enhancing the precious bond between people and their pets, to advancing animal healthcare and wildlife preservation.

We are seeking a candidate to become our Customer Success Digital Solutions Specialist and join our company Global Customer Success Digital Solutions team.

The Customer Success Digital Solutions team structured under Global Customer Success team and is responsible for designing and deploying the Tier-0 Online Self-Services digital tools, supporting customers worldwide.

In this role, you will be centric to our digital customer engagement strategy and act as the subject matter expert for online self-service tools. As a Customer Success Digital Solutions Specialist, you will take part in executing the Tier-0 Online Services strategy that aims to make knowledge and support accessible to our customers through digital tools, enabling them to maximize the value of our product by providing training and support.

Reporting directly to the Customer Success Digital Solutions Lead, you will be able to manage varied tasks with various priorities directly impacting our customers and their experience.

The position is open to candidates globally. We encourage applicants from all backgrounds to apply.

Duties & Responsibilities:

• Implement and design global digital engagement tools for customer support and training.
• Develop, design and implement digital training to support customers throughout their journey with our products.
• Maintain digital engagement tools while utilizing customer behavior data and innovative engagement and learning methods to provide continuous support to customers.
• Gain knowledge of our technology solutions for effective implementation of the tools.
• Ensure a seamless integration between the global digital engagement tools and our technologies, by maintaining a close relationship with the product and R&D team.
• Act as a subject matter expert for all digital support assets, supporting global and local teams on a variety of related needs.
• Maintaining close relationships with key stakeholders at the market, regional, and global levels, as well as establishing a cross-organizational SMEs network.
• Follow Online Self Service KPIs for measuring success and working closely with Support Analyst to generate insights.

Requirements:

• Bachelor's degree or equivalent with a concentration in Learning Technologies/Solutions, instructional design, business, education, or similar disciplines.
• At least 1 year experience in training development/content development.
• Creative and innovative thinking and customer-centric orientation.
• Strong and quick learning orientation.
• Orientation for technology, digital learning tools and technical skills.
• Orientation for defining and designing customers' digital learning experience.
• Excellent communication and presentation skills.
• Excellent English written, oral communication and presentation skills.
• Ability to possess multi-tasking skills, work to tight deadlines and be flexible in approach to work.
• Availability to travel - up to 15% travel required.

Advantages:

• Basic understanding of CSS and HTML.
• Background with data analysis.
• Knowledge and familiarity with customer educational technology systems, learning management systems (LMS), standards and practices.

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:
Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:
Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:
11/3/2024
*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:11/03/2024

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:R315500