Job Description
In April 2020, our company announced plans to consolidate our New Jersey campuses into a single New Jersey headquarters location in Rahway, NJ by 2023. Therefore, this role will be temporarily based in Madison, NJ and the exact timing of the departmental move to Rahway, NJ will be communicated at a future date.
New hires based in the US & Puerto Rico will be required to demonstrate that they have been fully vaccinated for COVID-19 or qualify for a medical or religious exemption or accommodation to this vaccination requirement, subject to applicable law.
Summary of the Job and Role Purpose:
The US Companion Animal and Equine (CA & EQ) MAHI (our company's Animal Health Intelligence) Customer Success Associate Director will lead the development of strategic vision for customer success across veterinarian and consumer channels for the Sure Petcare & HomeAgain brands which includes monitoring devices, ID, pet recovery, and services. The role is entrepreneurial in nature and is responsible for driving the overall customer experience for the MAHI products while partnering with other customer service teams to maintain a One company Animal Health strategy . Establish Partnerships with complementary businesses and service providers. Compiles and evaluates trends in best in class customer care including the use of technology to drive cost effective and rewarding experiences for our customers. Manage the design, execution, and performance KPIs. This role requires close collaboration within the CA &EQ organization as well as key functional matrix organizations and support strategies for the Animal Health biological and pharmaceutical portfolios.
Reporting to the Companion Animal and Equine MAHI Technology Director, the CA & EQ our company's Animal Health Intelligence Customer Success Associate Director will have two direct reports who each lead contracted teams. These individuals collaborate and support each other. One focuses on post sales support and program servicing in the Veterinarian channel while the other focus on supporting the Consumer. The CA & EQ MAHI Customer Success Associate Director contributes to a best-in-class organization by establishing and contributing to the establishment of a culture that promotes innovation, continuous improvement, a customer-focused mindset, and values feedback and inclusion to develop talent.
The CA & EQ MAHI Customer Success Associate Director will also act as the subject matter expert to support other commercial regions as they look to expand MAHI CA & EQ products and services into their geographies.
Essential Accountabilities: Strategic, Operational, and Leadership Responsibilities
Strategic responsibilities may include, but are not limited to: (50%)

• Develop overall strategic vision for customer success across Vet professional and consumer channels.
• Work cross-functionally with our Sales, Marketing, IT, Implementation, Operations, Clinical and Contracts Departments to drive customer initiatives within the organization
• Accountable for driving the overall CA & EQ MAHI customer experience
• Building deep expertise and empathy with our external and internal customers
• Drive a customer centric strategic thought leadership within and across the organization
• Identifying opportunities for increased partnerships and elevating those opportunities
• Develop team members to elevate delivery against the above accountabilities
• Work collaboratively, as part of a remote team within a dynamic and challenging environment while maintaining high standards

Operational Responsibilities may include, but are not limited to: (40%)

• Ensure the overall delivery and quality of our company's Animal Health Intelligence offerings to customers
• Align priorities with overall matrix team
• Provide support for country marketing teams during the development and implementation of product marketing plans and launches
• Key member of new product and membership launch team
• Maintain operational cost forecasts to support existing customers as well as new product / service launches
• Conduct customer satisfaction evaluations using relevant KPIs and feedback from existing and prospective customers
• Support development activities of the SPC.com and HomeAgian.com digital platforms in collaboration with matrix organization
• Identify opportunities to add ongoing value for customers

Leadership Responsibilities may include, but are not limited to: (10%)

• Lead, manage, and develop direct and indirect team members to increase talent, diversity, capabilities, and drive performance; participate in the recruitment of industry-leading talent to build a high-performing team
• Proactively evolve culture through providing feedback, ongoing monitoring, and coaching to develop highly effective sales team
• Champion, develop, and integrate a consistent strategic platform, mission, and purpose for the organization through close collaboration with CABU Leadership Team and other key stakeholders
• Partner, communicate, and facilitate collaborative interactions with peer organizations to ensure objectives, tactics, and long-term strategies are aligned and executed appropriately to achieve business goals
• Ensure plans/actions/decisions do not negatively impact other species / business units

Organizational Network and Collaboration
Internal Key Contacts:

• Our company's Animal Health Intelligence, Marketing, Sales, Salesforce Enablement and Effectiveness, Integrated Customer Experience, IT, Corporate Accounts, Distribution, Finance, Learning and Development, Communications, HR, Legal, Compliance, Field Professional Services
• Country / regional marketing leads / teams

External Key Contacts:

• Key industry opinion leaders
• Customer executives to achieve the goals of the US Companion Animal & Equine business of our company's Animal Health
• Alliance partners

Animal Health Commercial Competencies
Leadership Behaviors

• Demonstrate Ethics & Integrity
• Drive Results
• Focus on Customers
• Act with Courage & Candor
• Foster Collaboration
• Make Rapid Disciplined Decisions

Professional Competencies

• Working Across Boundaries
• Strategic Thinking
• Project Managemen
• Productive Communication

Core Commercial Functional Competencies

• Customer and Market Insights
• Strategic Business Management
• Product Knowledge & Portfolio Management
• Account Management
• Customer Engagement
• Market Access
• Regulatory & Compliance Knowledge
• Lifecycle Management

Companion Animal & Equine Leadership Mindset

• Thinks Broadly - Places broader organizational interests above own or team interest
• Creates Strategic Visions - Creates a compelling vision for the team and has the ability to marry vision with other functions and influence others
• Embraces an Agile Mindset & Coaching - Leads team using appropriate agile methodology for the iterative development of tools, processes, and ideas, as well as to solve systemic problems through employing adaptive experimentation, collective responsibility, and agile methodologies
• Champions Leadership Development - Champions leadership development initiatives and practices that contribute to a strong, diverse succession pool; hires and develops the best leaders
• Maintains a Growth & Transformational Mindset - Constantly looks for room for improvement and is open-minded and curious about new possibilities; adapts and embraces new practices, tools, and behaviors as the digital area evolves; understands and leverages technology to democratize, scale, and drive efficiency within every business action
• Leverages Critical Metrics - Focuses on the critical metrics that drive unit and organizational performance
• Connects Others (Super Connector) - Builds effective networks and acts with agility
• Provides Coaching & Feedback - Makes coaching and providing feedback a priority across the organization; Demonstrates effective performance management; Holds direct reports accountable and ensures outcomes are achieved
• Shares Power & Success - Shares power and success as a way to motivate teams and strengthen the organization; Pushes decisions down when appropriate; Empowers own team to make decisions; Encourages and supports others to express their views, especially on tough issues
• Engages Others with Empathy - Appreciates and understands the perspective of others by putting oneself in others' shoes in order to connect and respond appropriately
• Displays Customer Obsessions & Ownership - Demonstrates understanding of internal and external customers' needs and wants; Starts with customers and represents the voice of the customer, works backward, thinking long-term business goals and results; conducts planning to ensure teams are focused on items with the highest impact to the business; Holds employees accountable for maintaining and acting in accordance with a customer-focused mindset
• Displays Resilience - Embraces ambiguity and drives for success with persistence

Minimum Qualifications:
Background & Education:

• Bachelor's degree
• 8-10 years' experience in a relevant industry (Animal Health, CPG, consulting, sales)
• Prior experience in a consumer subscription service
• Proven track record of successfully launching consumer products into the market
• Prefer demonstrated experience in financial analysis and project management
• Effective in senior level communications, influencing & negotiation
• Mission-driven and passionate about serving a purpose
• Excellent awareness of market conditions and business environment
• Proficient in Microsoft Office software and Salesforce

Required Skills/Abilities:

• Detailed knowledge of companion animal Bio Pharma and Pet Tech markets, products, competitors, and industry dynamics
• Demonstrable business acumen developed through full P&L management and accountability
• Passion and aptitude for business analytics critical for guiding KPI development and measurement
• Strong collaboration and influencing skills; ability to present and influence at all organizational levels including peer level, cross-functional teams, as well as executive management
• Strong communication, influencing, and collaboration skills necessary for garnering senior executive and cross-functional support for key initiatives
• Engaging interpersonal skills necessary for building strong relationships with key customers, industry associations, and internal business partners
• Self-starter and able to handle multiple tasks and priorities
• Ability to manage large budgets effectively and efficiently
• Proven track record of managing, leading, coaching, and developing high-performing teams
• Approximately 35% travel may be required for this role including international

Who we are ...
We are known as Merck & Co., Inc., Kenilworth, 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.
NOTICE FOR INTERNAL APPLICANTS
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 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.
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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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Merck & Co., Inc., Kenilworth, NJ, USA, also known as Merck Sharp & Dohme Corp., Kenilworth, 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:
No relocation
VISA Sponsorship:
No
Travel Requirements:
25%
Flexible Work Arrangements:
Remote Work
Shift:
Not Indicated
Valid Driving License:
Yes
Hazardous Material(s):
Number of Openings:
1