Merck · 1 day ago
Senior Specialist, Customer Success
USA - New Jersey - Rahway
Full-time
Hybrid
Mid, Senior Level
$117K/yr - $184K/yr
5+ years expMerck is a leading global healthcare company, and they are seeking a Senior Specialist in Customer Success. This role focuses on connecting business and IT stakeholders with APEX capabilities, fostering relationships, and driving awareness of APEX technologies to enhance business outcomes.
BiotechnologyHealth CareMedicalPharmaceutical
No H1B
Responsibilities
Build and nurture strong relationships with key IT and business stakeholders in assigned areas
Act as a trusted partner who understands their priorities, challenges, and ambitions and connects them to relevant APEX capabilities
Proactively look for areas where APEX can help drive better outcomes and convert those into concrete opportunities in the APEX funnel
Maintain a clear, high-level view of the overall APEX portfolio in your areas of responsibility to ensure coherence, avoid duplication, and spot synergies
Serve as a primary point of contact for new ideas and use cases coming from your area of responsibility
Clarify objectives, sponsorship, and business rationale for potential use cases, ensuring a solid foundation before handing over to other APEX teams for deeper analysis and design
Help stakeholders understand the APEX lifecycle, what to expect at each stage, and what is needed from them to move forward
Track and communicate the status of opportunities within your divisions, ensuring transparency and clear expectations and
Understand eventual impact of the use cases and value pull through
Develop and tailor clear, compelling presentations and narratives that explain APEX capabilities and success stories to different audiences, including senior leaders
Design and facilitate interactive workshops and sessions that inspire stakeholders to think differently about how AI, Process Mining, Software Engineering, and User Experience Design can help them
Experiment with new formats, storytelling techniques, and ways of engaging audiences, using feedback and results to continuously improve
Collaborate closely with APEX technical and delivery teams to ensure alignment between what is presented and what can be delivered
Organize and host sessions such as “lunch & learns”, office hours, demos, and community events to help stakeholders better understand APEX’s technologies and how to use them
Curate and create accessible materials (e.g., FAQs, simple guides, short playbooks, internal posts) to demystify AI and other APEX capabilities
Support and nurture internal communities of interest around AI and other APEX topics, helping connect people with similar interests and needs
Encourage knowledge sharing across divisions by highlighting examples, lessons learned, and practical tips
Qualification
Required
Bachelor's degree in any relevant field (e.g., business, technology, engineering, social sciences, design, or related areas)
Typically, 5+ years of experience in roles such as consulting, digital transformation, product, engagement, or similar stakeholder-facing positions
Demonstrated experience working with digital technologies; exposure to AI or advanced automation is preferred
Proven experience speaking with and presenting to senior stakeholders and facilitating group sessions or workshops
Strong stakeholder management skills; comfortable working with senior leaders (up to VP level)
Excellent communication and storytelling abilities, including the ability to explain complex concepts in simple, engaging ways
Confident facilitator in group settings; able to design and run workshops and sessions that encourage participation and new ideas
Ability to influence without formal authority, building alignment and momentum across teams and functions
High learning agility and curiosity about emerging technologies, especially AI and related digital capabilities
Structured and organized in managing multiple relationships, opportunities, and activities in parallel
Proactive, energetic, and self-starting; able to create your own momentum and identify where to focus without waiting for direction
Artificial Intelligence (AI)
Business Case Development
Client Counseling
Communication
Community Events
Customer Experience Management
Customer Service
Customer Success
Digital Technology
Digital Transformation
Emerging Technologies
Engagement Management
Human Resources Consulting
Knowledge Sharing
Operational Acceptance Testing (OAT)
Product Management
Requirements Management
Solution Architecture
Stakeholder Engagement
Stakeholder Relationship Management
Technical Advice
Transparent Communication
User Experience (UX) Design
Waterfall Model
Preferred
Advanced degrees (e.g., MBA or other relevant graduate degrees) are a plus but not required
Experience in consulting, internal consulting, or roles with a strong engagement and stakeholder-facing component
Familiarity with AI, Process Mining, Software-Engineering, or User Experience Design, or demonstrated interest and ability to upskill quickly in these areas
Experience presenting to and engaging with cross-functional, global audiences
Benefits
Medical
Dental
Vision healthcare and other insurance benefits (for employee and family)
Retirement benefits, including 401(k)
Paid holidays
Vacation
Compassionate and sick days
Company
Merck
Merck is a biopharmaceutical company that offers medicines and vaccines for various diseases.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$5.59MKey Investors
Private Capital Advisors"Gavi, the Vaccine Alliance"
2018-11-25Post Ipo Equity· $0.59M
2016-01-21Series Unknown· $5M
1980-12-19IPO
Leadership Team
Betty Larson
Executive Vice President and Chief Human Resources Officer
Dean Li
Executive Vice President and President, Merck Research Laboratories
Recent News
2026-02-05
Genetic Engineering News
2026-02-05
Company data provided by crunchbase