Job Description
The primary responsibility of the Customer Success Manager Swine is to ensure customers and users of our devices and technology derive maximum value from their investment, ultimately building and nurturing a loyal customer base.
This is a strategic role, needing strong collaboration with the Marketing team. You will contribute to the development of the swine service strategy and be responsible for crafting a compelling customer experience journey based on field insights and idea generation and in accordance with the strategic plan. It will include taking global insights and trainings of our technology platform and working to ensure they are local market ready.
You will design, develop and deliver tools and programs which ensure the satisfaction and success of our valued customers. Your success will enable us to bring innovative vaccination concepts and precision farming technology to enhance animal health and our customers’ operations.
To effectively deliver these, you will also be a key contact for the largest key customers (mainly producers but sometimes vets or other stakeholders), providing them with initial onboarding, ongoing training & support, and addressing product functionality knowledge requests. As a field-based role, the Customer Success Manager Swine will work in part directly with strategic customers, ensuring they fully adopt and utilise our offering to meet their operational needs. Increasingly, this support will involve helping producers interpret and act on data insights derived from our technology.
This role is part of our sales incentive program. Working in close collaboration with the Key Account Managers, you are directly responsible for retaining existing customers and expanding their share of wallet. You will also support KAMs in the final transition from prospect to sale.
This is a new and important role within our Integrated Livestock Business Unit, as we prepare to launch new technology products and strengthen our biopharmaceuticals portfolio. The role will evolve as our business evolves and we seek to deliver additional value to all other customers working with the Farm Field Service Technician. You’ll need to be high-energy, resilient, self-motivated and determined, and have a strong passion for shaping the swine sector.
Duties, responsibilities, activities
* Proactively engage with new and existing users of our products to ensure correct usage and that customers derive full value from their investment. Respond to reactive requests as required.
* Align with Key Account Managers (KAMs) to support the closing process and ensure a smooth transition and showcase service expectations for new customers. Identify opportunities to expand share of wallet with existing customers, in line with business priorities and our segmentation approach. Contribute to the development and execution of key account plans.
* Maintain a deep understanding of our products, devices and technology, farm management practices, and competitor alternatives to effectively assist customers.
* Contribute to the development of the swine strategic plan and continuously evolve and improve our after sales support and service offer in line with business priorities and strategies. Your main focus area will be our vaccination device and our new swine precision farming technology, although this may change in time as our business evolves.
* Devise and deliver tools and programs to ensure proper and full product adoption and use. Your programs should be multi-channel and tailored to segmented audiences.
* Align with the Farm Services Technician & KAMs to ensure a seamless experience for users and timely reporting to vets where appropriate.
* Ensure the Local Service Centre (LSC) is adequately prepared to address incoming requests, including providing training and developing tools as required. Monitor customer feedback and frequently asked questions to identify opportunities for improvement.
* Assume overall responsibility for the maintenance and effectiveness of our tracking system for devices.
* Train internal colleagues as needed on the functionality of our products.
* Update our Customer Relationship (CRM) system in a timely and thorough manner.
* Independently solve a variety of problems.
* Work with and attend meetings of professional and producer organisations to support market visibility and presence.
Education & Experience, Competencies
* Minimum 3 years swine industry experience & commercial history in Pharma or Animal Health. However, this need not necessarily be spent entirely within AH.
* Is a highly effective communicator who works well within a matrix structure.
* Strategic business planning and delivery.
* Project management experience.
* In-depth knowledge of the relevant market; its developments, customers and direction.
* Wide-ranging and sound communication skills for report writing, summarising, negotiation and presenting.
* In-depth knowledge of the agricultural and Swine Animal Health industries.
* Strong business acumen and ability to work comfortably with financial data using Excel and similar tools.
* Unquestionable ethics and integrity.
* Ability to use sales techniques including Key Account Management and Consultative Selling.
* Ability to influence/motivate others.
* Ability to work under pressure to deadlines.
* Ability to adapt and evolve within a rapidly changing market environment.
* Ability to work positively and effectively within a cross-functional team.
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