Customer Solution Specialist at Merck

Job Description

We are seeking a Customer Solution Specialist (CSS) to serve as the primary point of contact for the Vaccines portfolio in an assigned region, with a strong focus on adult immunization. The CSS will report to the Sales Manager, Vaccines and work closely with the Vaccines team to deliver a highly effective customer experience.

This is a critical role in our Commercial Model, helping ensure value is delivered to patients, payers, and physicians while building trusted partnerships across the healthcare ecosystem.

Key Responsibilities:

Sales and Financial Responsibilities:

Own business results within the assigned territory, including achieving or exceeding sales targets and agreed KPIs while remaining within approved promotional budgets.
Develop territory sales and customer plans.
Prioritize customers, define goals for priority accounts, and evaluate progress through regular market and sales data analysis.

Customer Engagement Responsibilities:

Anticipate customer needs and ensure strong product knowledge among targeted customers.
Apply high-level scientific and clinical knowledge to provide approved disease and therapeutic solutions, including approved product information and patient education.
Build and maintain long-term relationships and partnerships with customers.
Establish and develop relationships with Key Scientific Leaders in the assigned territory, providing appropriate support materials and product information.
Proactively identify business opportunities and support pull-through, while understanding the current and evolving payer landscape in the country.
Develop and implement activity plans for key customers.
Organize and lead effective meetings with physicians, including product presentations and professional discussion facilitation.
Support the organization of regional and national symposia as needed.

Collaboration Responsibilities:

Implement marketing strategy in collaboration with the Marketing Lead and provide timely feedback on impact.
Actively participate in regular Vaccines team business update meetings.
Share feedback and local market expertise with Vaccines team members.
Contribute as an active member of cross-functional teams on projects addressing customer and business needs in assigned accounts.
Handle administrative responsibilities, including timely CRM reporting and coordination of national, regional, and local events.
Ensure the highest ethical standards in all activities, in compliance with local law, internal SOPs, and regulations.
Operate effectively in a complex environment, working across functions, levels, and customer types.

Required Profile:

Strong experience in customer-facing sales or account management roles, preferably within the healthcare or pharmaceutical industry.
Solid knowledge of vaccines, adult immunization, and relevant therapeutic areas.
Strong scientific and clinical acumen.
Excellent relationship-building, communication, and presentation skills.
Ability to work independently while collaborating across multiple functions.
Strong planning, prioritization, and analytical skills.
Proven ability to work in a complex, fast-paced environment with multiple stakeholders.
Commitment to ethics, compliance, and customer-centric execution.

What We Offer:

A critical and impactful role in a dynamic and purpose-driven commercial environment.
The opportunity to work closely with healthcare professionals and contribute to better outcomes for patients.
A collaborative, cross-functional working culture with strong team engagement.
Opportunities to build expertise in vaccines, adult immunization, and strategic customer engagement.
A role that combines customer interaction, scientific discussion, and commercial responsibility.
The chance to contribute to meaningful public health impact in an evolving therapeutic area.
Professional growth in a complex, high-visibility territory role.

What Success Looks Like:

Consistent achievement of territory objectives and KPIs.
Strong customer partnerships and trusted advisor relationships.
Effective implementation of customer and marketing plans.
High-quality cross-functional collaboration.
Accurate and timely administrative and CRM execution.
Strong contribution to business growth in the assigned region.

Required Skills:

Customer Engagement, Market Analysis, Sales Presentations, Sales Process Management, Sales Territory Management, Service Excellence

Preferred Skills:

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:

No relocation

VISA Sponsorship:

Travel Requirements:

75%

Flexible Work Arrangements:

Hybrid

Shift:

Not Indicated

Valid Driving License:

Yes

Hazardous Material(s):

n/a

Job Posting End Date:

08/23/2026

*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.