Customer Success Specialist

About the role

We are looking for a Customer Success Specialist to join our organization at Vaisala Inc. in Burlington, MA. You will play a pivotal role in a collaborative environment, supporting customers across a diverse range of high-tech industries.

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

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

Qualifications

Anticipated Salary Range: $70,000 - $85,000 base salary with an annual sales bonus plan (on top of base compensation)

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

Pay

$70,000 - $85,000 base salary with an annual sales bonus plan (on top of base compensation)

Schedule

This role begins with full-time, in-person training and transitions to a hybrid model.