Customer Solution Specialist

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](https://wd5.myworkday.com/msd/d/task/1422$6687.htmld) Current Contingent Workers apply [HERE](https://wd5.myworkday.com/msd/d/task/1422$4020.htmld) **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:** No **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.**