Customer Success Specialist
About The Position
Vaisala is a global leader in measurement instruments and intelligence, helping industries, nations, people, and the planet thrive. Our technology is used in diverse applications from predicting hurricanes to optimizing renewable energy production. We are recognized for sustainable growth and have a global team committed to environmental efforts. Our core values are Customer Focus, Innovation & Renewal, Strong Together, and Integrity. The Industrial Measurements business area serves a wide range of industries, offering accurate measurement instruments to optimize customer processes, improve efficiency, minimize energy consumption, and ensure product quality. We are seeking a Customer Success Specialist to join our team in Burlington, MA, to provide solutions to customers in various industries and applications.
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 service contract 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.
Benefits
- health, dental, and vision insurance
- flexible spending accounts
- company paid life, long and short term disability
- 401(K) plan with company match
- a variety of voluntary benefits programs
- Employee Assistance Programs
- tuition reimbursement
- holiday pay
- a generous paid time off plan
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
