Customer Success Specialist

vaisalaoyj•Boston, MA

3d•$70,000 - $85,000•Hybrid

About The Position

We are looking for a team member to join our organization as a Customer Success Specialist at Vaisala Inc. located in Burlington, MA. You will join a growing team whose focus is to provide solutions to customers in a variety of industries and applications. As a Customer Success Specialist, you will help our customers achieve their goals with Vaisala’s products and services. Your focus will be on building long-term relationships, ensuring customer satisfaction, and driving growth by identifying upselling and cross-selling opportunities. Working closely with inside sales, service delivery, and Customer Frontline teams, you will directly impact service renewals and deliver solutions to a variety of customer needs while gaining valuable global industry expertise.

Requirements

A genuine desire to help customers and a passion for delivering exceptional service
Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely
Strong negotiation, interpersonal, analytical, and problem-solving skills
Effective time management and organizational skills, with the ability to prioritize tasks
Customer focus and the ability to communicate service features and benefits
Willingness to learn market, product, and application knowledge
Ability to interpret technical documentation
Integrity and alignment with Vaisala’s values
A collaborative mindset and the ability to work effectively across teams and departments
Proficiency in CRM software (Salesforce, SAP, SAC preferred) and Microsoft Office Suite; basic knowledge of core business processes
Fluency in English
Must currently be eligible to work in the U.S.

Nice To Haves

Bilingual Spanish speaker is a plus
Previous experience in a similar role is ideal, but not required

Responsibilities

Onboard selected Vaisala customers and guide them through their journey
Provide efficient, courteous, and professional customer service with a strong focus on customer satisfaction and long-term relationships.
Develop and maintain a deep understanding of the service lab’s capabilities, processes, turnaround times, and service offerings.
Respond to customer inquiries via phone and email in line with established response time targets.
Manage and drive agreement renewals
Act as a liaison between customers and internal teams (lab technicians, logistics, and sales) to ensure smooth and timely service execution.
Maintain calibration plans for customers
Proactively provide updates on order status, potential delays, and completion timelines to keep customers informed.
Identify and generate opportunities for Vaisala sales teams
Prepare and follow up on quotations, ensuring timely customer responses and supporting order conversion.
Gather and share customer feedback with internal stakeholders
Ensure the accuracy of customer and installed base data
Maintain accurate customer records and document all interactions, quotations, agreements, and activities in CRM systems.