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Customer Success Manager

Vaisala is a global technology leader and expert in weather, environmental, and industrial measurements and our solutions enable customers to find answers, remove doubt, and make smarter decisions.  We take pride in being pioneers who strive to bring about positive changes in both the society and environment, and our work is not done yet.  Curiosity, the desire to meet challenges and an extraordinary ability to innovate are Vaisala's core, both past and present. In line with our mission “Observations for a better world,” we continue our work to help find answers and take action for a sustainable future.  

 

Our employees demonstrate, uphold, support, and model the Vaisala Values: Customer Focus, Innovation & Renewal, Strong Together and Integrity. Sharing strong and common values is part of our culture and enables us to work towards our shared mission.

 

Vaisala’s industry-leading weather observation technologies, instruments, and solutions lay the foundation for the Weather and Environment business area’s strategy, enabling our customers to improve their ability to measure and forecast weather and weather phenomena. The business area serves selected weather-dependent customers to whom accurate, real-time, uninterrupted, and reliable weather data is essential to run efficient operations.

 

 

Position Description:
We are currently searching for a Customer Success Manager to join our team.  As a Customer Success Manager you will be responsible for developing customer relationships that promote retention and loyalty. You will lead the post-sales efforts as the trusted advisor who leads customers through the lifecycle journey for adoption and renewal. You will work closely with customers to ensure they are satisfied with the service and products, manage risks, and help them achieve their desired value. You will drive the use of the service and products within multiple facets of the customer's business by understanding their evolving needs and help them align their programs with best practices and key success factors. You will drive adoption across your customer base and identify opportunities for growth, expansion, and renewal.  

 


This role may be in Boulder, Colorado, Tucson, Arizona, or Minneapolis, Minnesota.

 


The successful candidate for this role will be vaccinated against COVID-19.

 


Your key responsibilities include:

  • Work with customers in a consultative way to help them be more successful with the service and products -learn how their business works, define success criteria, and guide customers through the lifecycle journey in an effort to help them to achieve their business goals
  • Drive customer outcomes with deep understanding of customers' success criteria, business drivers, and initiatives
  • Own the new customer onboarding experience via continuous education, evangelizing features, and driving adoption. Deliver group training and 1-1 sessions as needed.
  • Proactively work directly with medium to large enterprise business customers interacting with various levels of management ranging from Directors to C-level executives.
  • Work closely with teams from across the organization, helping to advocate on behalf of customers and bridge the gap between the customer and product teams. Influence product development strategy and participate in building out the product roadmap as the voice of the customer
  • Build out operations processes for success metrics tracking, evaluate tools, and create workflows to support effective scaling as the team and customer base grow
  • Own renewals. Proactively monitor and identify customer health risks and mitigate non-renewal churn risk
  • Analyze and monitor customer data to draw insights with the goal of communicating those findings to customers in order to modify user behavior and increase user productivity
  • Drive expansion by identifying up-sell opportunities
  • Identify process improvements to help drive repeatable and efficient customer engagement

 


Qualifications:

  • Bachelor’s Degree and 3-5 years of experience in a customer facing role preferably at a SaaS company.  Or equivalent combination of education and experience
  • Prior experience managing a portfolio of customers with total ARR between $1 and $5 Million.
  • Passionate about servicing customers and relationship development.
  • Excellent analytical/problem solving ability to unblock customers from business and technical issues.
  • Skilled at analyzing customer usage data and providing recommendations based off data insights.
  • Technical knowledge and experience in a real time communication technology is a plus.
  • Customer Success, Account Management, Sales, or Customer service experience desired.
  • Superior presentation and meeting facilitation skills.
  • Familiarity with Customer Success software applications and methodology.
  • Ability to work in a cross-functional collaborative team environment.

 

 

Please send your application including CV and salary request by (application deadline). 

 

 

ANTICIPATED SALARY RANGE: $75,000-85,000 annually. (Salary is determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data).  Additionally, we offer our employees a competitive benefits package which is outlined below.

Our Vaisala solutions contribute to societies and people’s lives in over 150 countries – and can even be found in space. With our technological innovations for measuring weather, environmental and industrial conditions, we have a key role in solving the grand social and environmental challenges of our time. We offer you a career with a clear purpose and a chance to create observations for a better world.  We take pride in being pioneers who strive to bring about positive changes in both the society and environment, and our work is not done yet. Take advantage of this opportunity and join our team to make a difference!

 

What we offer:

Our benefits package includes: 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, fitness reimbursement, Employee Assistance Programs, and tuition reimbursement. We also offer holiday pay and a generous paid time off plan.

 

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.

 

EOE AA M/F/V/D

Vaisala is proud to be an Equal Opportunity, Affirmative Action Employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, gender, sexual orientation, gender identity, national origin, citizenship, status, marital status, genetic information, disability, protected veteran status, or any other legal protected status.

 

EEO Is the Law Poster

 

Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. As a government contractor, Vaisala complies with Section 503 of the Rehabilitation Act of 1973 (the Act), which is a law that prohibits federal contractors and subcontractors from discriminating in employment against individuals with disabilities and requires employers take affirmative action to recruit, hire, promote, and retain these individuals.

 

If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please contact Human Resources by phone at 303-499-1701 or by email at ushr@vaisala.com. Please note that you can easily submit application by attaching your LinkedIn profile in the recruitment tool (LinkedIn Apply functionality).

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