Customer Success Specialist

Customer Success Specialist

Location:

Burlington, MA, USA

Vaisala is a global leader in measurement instruments and intelligence helping industries, nations, people, and the planet to thrive. Our technology is used where it matters most – from data centers, windfarms, laboratories to airports and the Arctic.

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.

• 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.

• 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; bilingual Spanish speaker is a plus.
• Previous experience in a similar role is ideal, but not required.

$70,000 - $85,000 base salary with an annual sales bonus plan (on top of base compensation). Salary is determined by education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.

Our benefits package includes health, dental, and vision insurance, flexible spending accounts, company‑paid life insurance, long and short‑term disability, 401(k) plan with company match, voluntary benefits programs, fitness reimbursement, Employee Assistance Programs, and tuition reimbursement. We also offer holiday pay and generous paid time off.

To be considered for this position you must currently be eligible to work in the U.S. Vaisala participates in the E‑Verify employment verification system. Candidates are subject to a complete background check prior to an offer being extended. As a federal contractor, Vaisala reserves the right to enforce government‑mandated vaccination requirements for its employees.

Vaisala is proud to be an Equal Opportunity Employer and is committed to providing equal employment opportunity for all…