Customer Activation Senior Specialist, Data Context Layer

Job Description

 The Opportunity

• Based in Hyderabad, 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. • Be part of an organisation driven by digital technology and data-backed approaches that support a diversified portfolio of prescription medicines, vaccines, and animal health products. • Drive innovation and execution excellence. Be a part of a team with passion for using data, analytics, and insights to drive decision-making, and which creates custom software, allowing us to tackle some of the world's greatest health threats.

Our Technology Centers focus on creating a space where teams can come together to deliver business solutions that save and improve lives. An integral part of our company’s IT operating model, Tech Centers are globally distributed locations where each IT division has employees to enable our digital transformation journey and drive business outcomes. These locations, in addition to the other sites, are essential to supporting our business and strategy.

A focused group of leaders in each Tech Center helps to ensure we can manage and improve each location, from investing in growth, success, and well-being of our people, to making sure colleagues from each IT division feel a sense of belonging to managing critical emergencies. And together, we must leverage the strength of our team to collaborateRole Overview

This role is part of a broader enterprise initiative to establish a Data Context Layer (DCL) — a foundational capability designed to provide consistent, reusable, and scalable context across enterprise data products.

The DCL is intended to address challenges related to data fragmentation, lack of shared semantics, and inconsistent interpretation of data across systems and products. It establishes a unified layer for representing context, relationships, and meaning, enabling downstream products to operate with greater consistency, interoperability, and intelligence.

In addition, the DCL plays a critical role in enabling agentic AI capabilities across the enterprise by providing the structured context and semantic grounding required for intelligent agents to operate reliably. This includes ensuring that agent-driven workflows and decisions are based on consistent, governed, and interpretable data context, reducing risks associated with fragmentation, ambiguity, and lack of control.

Within this initiative, we are seeking a Customer Activation Specialist to drive initial engagement, onboarding, and early value realization for an enterprise capability that enables teams to publish, discover, and consume standardized data context through self-service. This role focuses on helping customers and internal users get started quickly, understand the value of the capability, and successfully complete their first use cases.

The ideal candidate combines customer onboarding, enablement, and relationship-building skills with comfort working in technical environments. Familiarity with data context, metadata, ontology-based concepts, agentic AI, prompt engineering, and context engineering is required, as the capability supports AI-enabled workflows and enterprise self-service consumption.

 

 

Key Responsibilities

• Drive customer and user activation for the enterprise data context self-service capability.
• Guide new users through onboarding, setup, and first-time success.
• Help users identify high-value initial use cases and achieve early outcomes quickly.
• Partner with product, service design, engineering, governance, and communications teams to ensure a smooth activation experience.
• Deliver onboarding sessions, walkthroughs, and tailored enablement for different user groups.
• Create activation materials such as:
  • quick-start guides
  • first-use case playbooks
  • onboarding checklists
  • FAQs
  • demo flows
• Remove barriers to initial adoption by identifying issues, answering questions, and routing users to the right support.
• Track activation metrics such as:
  • time to first value
  • onboarding completion
  • first use case completion
  • early usage frequency
• Collaborate with adoption and product teams to ensure activation insights inform ongoing improvements.
• Help users understand how the capability supports agentic AI workflows, including prompt quality, context quality, and reliable context delivery.
• Build trust and confidence in the platform through responsive, high-touch support during the early activation period.

Required Qualifications

• 5+ years of experience in customer activation, onboarding, customer success, training, enablement, or related roles.
• Experience supporting technical products, digital platforms, or enterprise capabilities.
• Strong communication, facilitation, and relationship-building skills.
• Ability to explain technical concepts in simple, actionable language.
• Familiarity with data context, metadata, ontology, or semantic concepts.
• Working knowledge of agentic AI, prompt engineering, and context engineering concepts.
• Strong organizational skills and the ability to manage multiple onboarding activities at once.

Preferred Qualifications

• Experience supporting data platforms, AI platforms, knowledge platforms, or self-service enterprise tools.
• Familiarity with ontologies, OWL, RDF, knowledge graphs, MCP, A2A, or timbr-like technologies.
• Background in customer onboarding, activation, or user enablement in enterprise environments.
• Experience measuring activation success through usage metrics and feedback loops.
• Comfort working across product, engineering, governance, and customer-facing teams.
• Experience helping users move from first exposure to first measurable success.

What Success Looks Like

Success in this role means:

• users are quickly onboarded and understand how to get value from the capability
• first use cases are completed successfully and repeatedly
• activation friction is reduced over time
• users gain confidence in the platform and its standards
• early positive experiences lead to broader adoption
• activation metrics improve across target audiences

Who we are We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.

#HYDIT2025

Required Skills:

Applied Engineering, Building Trust, Business Analysis, Client Counseling, Communication Management, Context Mapping, Customer Success, Digital Platforms, Enterprise Data, Identifying Problems, Knowledge Graph, Knowledge Management, Methods and Tools, Ontology, Prompt Engineering, Researching, Sales Services, Stakeholder Relationship Management, Strategic Planning, Teaching, User Experience Analysis, User Experience Evaluation, User Research, Waterfall Model

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:

Regular

Relocation:

No relocation

VISA Sponsorship:

No

Travel Requirements:

No Travel Required

Flexible Work Arrangements:

Not Applicable

Shift:

Not Indicated

Valid Driving License:

No

Hazardous Material(s):

n/a

Job Posting End Date:

07/24/2026

*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.