Job Description
Our Animal Health team is looking for an Animal Monitoring Post-Sales Lead to lead the Customer Success strategy, ensuring that customers adopt our solutions, achieve consistent value, and develop a sustainable relationship. This position is responsible for developing the team of consultants and managing the customer experience after the technology acquisition, with a focus on onboarding, adoption, utilization, portfolio health, retention, advocacy, and the responsible identification of expansion opportunities, as well as churn risks, without assuming technical support operations.
KEY RESPONSIBILITIES
· Define the strategy, segmentation, coverage, and cadence of Customer Success for the technology portfolio.
· Lead and develop consultants by establishing performance standards, objectives, coaching, and capacity management.
· Ensure success plans for priority accounts, including expected results, milestones, owners, barriers, and follow-up.
· Govern onboarding, adoption, utilization, realized value, portfolio health, disengagement risks, and recovery plans.
· Create a clear handoff between Sales and Customer Success and an objective interface with technical support for incident escalation.
· Transform usage data, feedback, and customer context into actions for adoption, training, and experience improvement.
· Identify signs of expansion or new needs and refer them to the Sales team, which retains responsibility for qualification, proposals, negotiation, and closing.
· Bring structured customer insights to Marketing, Product, Technical, and regional/global teams.
PRIORITY SKILLS FOR THE POSITION
· Higher education in Business, Marketing, agricultural fields, Technology, or related areas.
· Experience in Customer Success, technology adoption, portfolio management, digital transformation, or strategic accounts, with people leadership.
· Knowledge of onboarding, success plans, health scores, engagement, adoption, risk, retention, and indicator-based management.
· Ability to interpret usage and business data and convert them into simple, measurable interventions.
· Customer orientation, leadership, listening, influence, organization, and structured problem-solving.
· Knowledge of livestock farming and advanced English are desirable; availability for travel.
Scope: National
Base: São Paulo and Greater São Paulo – near a major airport hub
"We are proud to be a company that believes in the value of bringing together talented and committed people from different backgrounds. The fastest way to revolutionize innovation is when diverse ideas come together in an inclusive environment. We encourage our employees to approach problems collectively and respectfully challenge each other's reasoning. We are an employer focused on promoting equal opportunities for our employees, committed to fostering an inclusive and diverse workplace."
Required Skills:
Artificial Intelligence Technologies, Cascading Style Sheets (CSS), Coaching Feedback, High Performance Team Building, HTML5, HTML Web Programming, Identifying Customer Needs, Internet Applications, People Leadership, Product Requirement Definition, Product Testing, Program Management, Software Development, Third Level Support, UI Design Development
Preferred Skills:
Current Employees apply HERE
Current Contingent Workers apply HERE
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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:
No relocation
VISA Sponsorship:
No
Travel Requirements:
No Travel Required
Flexible Work Arrangements:
Not Applicable
Shift:
Not Indicated
Valid Driving License:
No
Hazardous Material(s):
na
Job Posting End Date:
10/24/2026
*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.