Customer Success Analyst

Job Description

For our team in Munich we are looking for an experienced Customer Success Analyst (m/f/d) who will bring his/her mindset, skillset and love for data in helping the business to better understand our customers and their needs. This is a permanent, full-time role.

Our German Information Technology (IT) team is required to leverage information and modern technologies to deliver Digital Marketing and Data Analytics solutions across the business.

We closely partner and collaborate with our German business colleagues, other CER countries and the regional IT hub in Prague in order to maximize insights from Digital and Analytics solutions.

Are you driven by customer success and eager to make a substantial impact in a global biopharmaceutical company? We invite you to be part of our team and make a difference as we advance our Customer Strategy. Here, you'll play a pivotal role in shaping our omnichannel strategy and furthering our mission to deliver innovative health solutions.

Your Core Responsibilities:

• As part of this role, you'll use your in-depth knowledge of the Customer Success discipline to facilitate product releases, requirements, design, development, market localizations, testing, integration, and evolution
• You will have the opportunity to identify process simplification prospects, using your technical expertise to propose automation solutions and champion their implementation across the business
• You will translate business requirements into IT demand for global teams and products; it involves understanding of business needs, collaborating with stakeholders, and effectively communicating and aligning those requirements with the capabilities of the global IT teams
• You will guide the team technically and either author or review Requirements, acting as a valuable technical resource within your work group/project team
• You will share pertinent feedback with the product manager and other key stakeholders, making decisions that require selecting from multiple options or developing new options to resolve moderately complex problems; providing feedback on measurement framework for website/mobile application data collection
• You will be bridging digital analytics with other digital capabilities to help design and build a comprehensive end to end solution for our business teams
• You will navigate regulatory/compliance/technology requirements relative to your role, exploring through experimentation and increasingly employing novel approaches
• You'll demonstrate effective use of technology related to Customer Success to complete assignments, and thrive in ambiguous situations within your work group/project team
• You will take on challenging issues, working to build alignment around complex situations, and serve as a recognized technical expert within your team
• You will with the team in an agile manner to support the market delivery model

Your Profile:

• Bachelor's or Master's degree in IT, Data Science or a related field
• Solid domain knowledge in areas such as Commercial and Marketing & Sales
• Hands-on experience with Veeva CRM, Salesforce.com, Workfront, WordPress VIP, Google Analytics solutions
• Technical expertise in specific value areas such as Data & Analytics, Customer Engagement, Automation will be a plus
• You demonstrate strong sense of ownership and accountability
• Networking within IT as a key strength to leverage for our team and stakeholders
• Good knowledge in Project Management, Technical Advice, Product Requirements Management, User Acceptance Testing (UAT), User Experience (UX) Design, Solution Architecture
• Strong stakeholder management skills, with the ability to serve as a single point of contact and demonstrate an understanding to identify service needs
• Ability to influence and motivate others at different level in the organization, leveraging different communication forms
• Consulting mindset to provide the business with advices and suggestions to better leverage our enterprise solutions in the market
• Demonstrated experience in collaborating with business and project managers to deliver technology solutions based on business needs
• Proven track record in accelerating execution and value realization in markets
• Nice to have is experience with: SQL (MS SQL, Teradata, Spark, AWS Redshift, BigQuery), JavaScript and HTML basics
• You use software like Jira, Kibana, Tableau, Qlik Sense, Adobe Audience Manager, GCP, Google Analytics, Google Tag Manager
• Fluent in English, verbally and written, German is nice to have

Our Human Health Division maintains a “patient first, profits later” ideology. The organization is comprised of sales, marketing, market access, digital analytics and commercial professionals who are passionate about their role in bringing our medicines to our customers worldwide.

People with severe disabilities and their equivalents will be given preference if they are equally qualified.

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.

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:

Domestic

VISA Sponsorship:

No

Travel Requirements:

No Travel Required

Flexible Work Arrangements:

Hybrid

Shift:

Not Indicated

Valid Driving License:

No

Hazardous Material(s):

N/A

Job Posting End Date:

11/10/2024

*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.