MSD

Senior Customer Success Manager

MSD

full-time

Posted on:

Location Type: Remote

Location: Germany

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Job Level

Senior

About the role

  • Product expertise: Develop a deep understanding of our dairy-farming technologies to effectively support customers.
  • Customer acquisition: Within existing account management, approach and acquire new customers.
  • Customer onboarding and training: Visit customers on-site to guide them through the onboarding process and ensure they can fully leverage the benefits of our products.
  • Analysis and consulting: Understand and evaluate farm operations and provide recommendations for optimization to enable full implementation of our technology.
  • Conduct operational assessments in reproduction, calf and heifer management, animal health, and milk quality.
  • Ongoing support: Respond to customer inquiries about product functionality and usage via our CRM system.
  • Customer retention: Build strong, long-term relationships with existing customers by understanding their individual needs and acting as their advocate within the company.
  • Promote commercial activities: Identify opportunities for upselling, cross-selling, and upgrades with existing customers.
  • Work closely with the sales team to promote additional products and services.
  • Cross-functional collaboration: Work closely with the cross-regional Customer Success team to receive product knowledge and training and to stay up to date with our technologies.
  • Promote the integration of online self-service into the local customer journey.
  • Support the beta process for commercial products by identifying potential customers and providing knowledge and support.
  • Events: Attend local trade fairs and/or multi-farm events as a keynote speaker to promote dairy management and the use of technology.

Requirements

  • Bachelor’s degree in a related field or equivalent professional experience
  • 3–5 years of demonstrable experience in a customer-facing role, preferably in Customer Success, customer training, Account Management, or similar positions
  • Passion for agriculture and technology with solid knowledge of the dairy sector, including reproduction, animal health, nutrition, and milk quality
  • Strong interpersonal and communication skills; fluent in the local language and good command of English
  • Technical aptitude and the ability to understand complex products and systems
  • Proactive, self-motivated, and able to work independently as well as part of a team
  • Good organizational skills and attention to detail
  • Sales and commercial orientation is an advantage
  • Basic knowledge of CRM software and other operational tools is a plus
  • Willingness to travel to customer sites: 75%+
Benefits
  • Attractive compensation package (13 monthly salaries plus target bonus)
  • Flexible working hours (37.5 hours/week)
  • Company pension plan
  • Holiday allowance (€1,200 annually)
  • 30 days of annual leave
  • Company car
  • Employee discounts
  • Company bicycle / bike leasing
  • Health and wellness benefits
  • Opportunities for global collaboration and professional development
  • Working across borders (up to 20 days within the EU abroad)
  • Paid parental leave
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer trainingaccount managementoperational assessmentsdairy-farming technologiesanimal healthmilk qualityreproduction managementtechnical aptitudesales orientation
Soft Skills
interpersonal skillscommunication skillsproactiveself-motivatedorganizational skillsattention to detailteamwork
Certifications
Bachelor’s degree