AI Customer Success Consultant

Job Description

The Position

Join a global healthcare biopharma company and be part of a 130-year legacy of success backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare. Drive innovation and execution excellence. Join the AI Innovation Studio, a hands-on team focused on discovering, shaping, and validating high-value AI opportunities across the enterprise — turning business challenges into AI-ready use cases, value cases, and practical solutions that help our organization move faster and make better decisions.

As an AI Customer Success Consultant, you will serve as a core analytical resource within the AI Innovation Studio, partnering closely with the AI Innovation Studio leads to evaluate, shape, and validate AI opportunities across the enterprise. In this role, you will analyze business processes, synthesize research findings, build value cases, and produce the structured assessments that inform Opportunity Assessments and downstream PoC planning.

This role is highly research- and analysis-oriented. You will contribute directly to stakeholder research, process and workflow analysis, competitive and technology landscape scanning, and ROI modeling — producing rigorous, evidence-based outputs that enable alignment between business, AI, and delivery teams. While you will most often operate in partnership with Studio leads, you will also take ownership of specific analytical workstreams or lower-complexity assessments as appropriate.

What will you do?

• Perform structured analysis of business processes, workflows, and pain points to identify and qualify AI opportunity areas across multiple business engagements.
• Gather, organize, and synthesize data from stakeholder interviews, operational metrics, industry benchmarks, and internal systems to build a fact base for each engagement.
• Conduct landscape scans of relevant AI technologies, vendor capabilities, and competitive applications to inform solution shaping.
• Analyze and synthesize findings from stakeholder interviews, journey maps, and user research into clear problem statements, use cases, and desired outcomes.
• Document current-state workflows, user needs, pain points, and non-functional considerations required for Opportunity Assessment.
• Produce clear, well-structured analytical artifacts that translate business ambiguity into actionable inputs for AI and delivery teams.
• Apply a strong understanding of AI, automation, data platforms, and cloud technologies to assess feasibility, complexity, and value potential of proposed AI solutions.
• Evaluate technical and data constraints by reviewing architecture documentation, data availability, and integration requirements alongside architects, data scientists, and engineers.
• Ensure proposed AI opportunities are grounded in technical reality and supported by evidence prior to handoff to delivery teams.
• Own the end-to-end value case for each assessed AI opportunity — from initial data discovery and analysis through building ROI models and business cases — providing the quantitative rigor needed to validate, prioritize, and advance initiatives into PoC.
• Define and document scope boundaries, assumptions, success metrics, and risk factors to support early PoC planning.
• Ensure analytical outputs are complete, coherent, and decision-ready, reducing friction during transition to delivery teams.
• Maintain traceability from business problem through value hypothesis to recommended path forward.
• Build strong working relationships with business and IT stakeholders through clear communication, analytical credibility, and follow-through.
• Prepare executive-ready briefings, scorecards, and summary reports that distill complex analytical findings into clear recommendations.
• Contribute to positive stakeholder experiences by maintaining rigor, transparency, and momentum throughout engagements.

Qualifications, Skills & Experience Required

• High school diploma or higher.
• Minimum of 3 years of experience in business analysis, strategy, technology consulting, customer success, or innovation-focused analytical roles.
• Experience evaluating technology-enabled initiatives, with exposure to AI, automation, or data platforms preferred.
• Track record of producing structured analytical deliverables (business cases, opportunity assessments, ROI models) in complex enterprise environments.
• Research design and analytical synthesis, including the ability to structure ambiguous problems into clear analytical frameworks.
• Strong quantitative and qualitative reasoning, with comfort building financial models, value cases, and data-driven recommendations.
• Ability to clearly document business challenges, desired outcomes, and supporting evidence for audiences.
• Solid understanding of technology value propositions, including AI/GenAI, data platforms, cloud services, and automation.
• Ability to critically assess technical feasibility and engage technical partners with informed, evidence-based questions.
• Familiarity with Agile and iterative delivery approaches.
• Highly detail-oriented and intellectually rigorous, with comfort operating across multiple concurrent analytical workstreams.
• Strong written and verbal communication skills and high emotional intelligence.
• Organized, dependable, and effective in ambiguous, fast-moving environments.

What we offer

• Exciting work in a great team, global projects, international environment.
• Opportunity to learn and grow professionally within the company globally. 
• Hybrid working model, flexible role pattern (e.g., even 80% full-time is possible in justified cases). 
• Pension and health insurance contributions. 
• Internal reward system plus referral programme. 
• 5 weeks annual leave, 5 sick days, 15 days of certified sick leave paid above statutory requirements annually, 40 paid hours annually for volunteering activities, 12 weeks of parental contribution. 
• Cafeteria for tax free benefits according to your choice (meal vouchers, sport, culture, health, travel, etc.), Multisport Card. 
• Vodafone, Raiffeisen Bank and Foodora discount programmes. 
• Up-to-date laptop and iPhone.
• Parking in the garage, showers, refreshments, massage chairs, library, music corner. 
• Competitive salary, incentive pay, and many more.

Ready to take up the challenge? Apply now! 
Know anybody who might be interested? Refer this job!

Required Skills:

Business Administration, Business Enterprise Architecture (BEA), Business Management, Business Model Development, Business Performance Management, Business Planning and Control System (BPCS), Business Process Improvements, Business Process Modeling, Business Relationship Management (BRM), Business Systems

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:

Project Temps (Fixed Term)

Relocation:

No relocation

VISA Sponsorship:

No

Travel Requirements:

10%

Flexible Work Arrangements:

Hybrid

Shift:

Not Indicated

Valid Driving License:

No

Hazardous Material(s):

n/a

Job Posting End Date:

10/15/2026

*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.