North American Aqua Customer Success Team Lead

Job Description

The Aqua Customer Success Team Lead is responsible for building, developing, and leading the Aqua Customer Success Team. The primary goal of the team is to ensure the long-term success, implementation, and utilization of our broad Aqua technology and biopharma portfolios. Activities will span across all channels of the Aqua business, including bridging gaps between and within the entirety of the sales cycle (pre and post sales customer engagements), R&D, regulatory & policy teams, operations and maintenance, production, and customer success. This individual will be a member of the North American Aqua Senior Leadership Team, playing a key role in the development of our intermediate and long-term strategic plans. In addition, this key position will lead their team to successfully implement our strategies and tactics to achieve our annual sales targets. The number one goal of this role and the reporting team will be to drive sales through support of sales activities and customers at large. Success will be measured through the growth of our North American Aqua business unit, and feedback from business and sales functions to adequately adapt to the needs of our business and the customers.

The Customer Success Team Lead along with their team, will play an important role in providing voice to and from the customer, inputs to our ongoing research & development projects, and current product enhancements. This will include working directly with local marketing, sales, market development, global marketing, and R&D colleagues, as required.

Key Activities:

• Work in collaboration with sales and sales support functions to ensure customer success and satisfaction.
• Facilitate and manage in-house repairs of equipment.
• Lead and motivate team members.
• Remote monitoring and diagnosis of technology solutions.
• Pre and post-sales support throughout the sales cycle.
• Product testing and development assistance.
• Project coordination with state, federal, tribal, and private entities.
• Technical writing including but not limited to grants, proposals, contracting, legal documents, service agreements, sales support documents, user manuals, quick starts guides, and technical bulletins/handouts.
• Develop and learn new skills and continually improve processes.

Education Requirements:

• Bachelors degree in environmental research, engineering, natural resources, forestry, fisheries, biology, or a related field.

Required Skills and Capabilities:

• Must have a minimum of 7 years of work experience in the field of environmental research, life sciences, engineering, telecommunications, RFID or related experience
• 1-3 years of managerial experience including management of field crews and field implementation of research projects or related in-field work.
• Current knowledge of North American fisheries research field, specifically, experience working with endangered or threatened aquatic species in the Pacific Northwest.
• Understanding of the complex network of stakeholders involved in the recovery of endangered species and an in-depth grasp of the Endangered Species Act and designated species across North America.
• Demonstrated ability to work with key stakeholders to identify and implement plans for success.
• Demonstrated ability to build relationships both internally and externally.
• Experience and demonstrated success in working within a matrix organization and cross-functional collaboration.
• History of sound decision making and innovative thinking.
• Must be results oriented and able to work independently with little direct supervision
• Proficient in technical writing with demonstrated examples of successful technical communication.
• Experience with common organismal marking techniques (RFID, hydroacoustic, radio telemetry, etc.).
• Ability to manage and navigate complex contracting, budgeting, and field crew logistics.
• Proficient in data analysis and analytical techniques commonly found in the field of environmental research.
• Ability to travel up to 50% both domestic and international.
• Possess a valid US driver's license.

Desired Experience, Skills, & Capabilities:

• An advanced degree in environmental research, engineering, natural resources, forestry, fisheries, biology, or a related field.
• 5+ years of managerial experience.
• In-depth understanding of RFID application, theory, trouble shooting, and installation.
• Understanding of common aquaculture practices, hatchery operations, RAS systems, and the competitive landscape of these industries.
• High proficiency with computers, operating systems, networks, and wide array of electronic devices.
• Experience in fisheries research and related analysis, with understanding of common statistical software or programming languages (R, Python, C++, Java).
• Demonstrated ability to publish research findings (peer review & white papers) and experience in tailoring communication of technical or complex content to audiences of varied backgrounds.
• Ability to problem solve on-the-fly.
• Strong desire to learn new skills and continually improve processes within the team setting.
• Ability to work as part of a fast paced, growing team in a developing industry.
• Results oriented and able to work independently with modest direct supervision.
• Good organizational and time management skills.

#EBRG

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.

Employees working in roles that the Company determines require routine collaboration with external stakeholders, such as customer-facing commercial, or research-based roles, will be expected to comply not only with Company policy but also with policies established by such external stakeholders (for example, a requirement to be vaccinated against COVID-19 in order to access a facility or meet with stakeholders). Please understand that, as permitted by applicable law, if you have not been vaccinated against COVID-19 and an essential function of your job is to call on external stakeholders who require vaccination to enter their premises or engage in face-to-face meetings, then your employment may pose an undue burden to business operations, in which case you may not be offered employment, or your employment could be terminated. Please also note that, where permitted by applicable law, the Company reserves the right to require COVID-19 vaccinations for positions, such as in Global Employee Health, where the Company determines in its discretion that the nature of the role presents an increased risk of disease transmission.

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

We are an Equal Opportunity Employer, committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status, or other applicable legally protected characteristics. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

EEOC Know Your Rights

EEOC GINA Supplement​

Pay Transparency Nondiscrimination

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.

Learn more about your rights, including under California, Colorado and other US State Acts

U.S. Hybrid Work Model

Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, generally Tuesday, Wednesday and either Monday or Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence. This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as "remote".

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:

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

*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.

Job Posting End Date:08/28/2024

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.

Requisition ID:R308034