Kelsius manufactures, distributes, and maintains a system that wirelessly and automatically monitors the temperature and safety of all food products, both hot and cold, as well as medicines, blood samples and other temperature-sensitive pharmaceutical material.

Kelsius improves HACCP compliance, saving time, reducing risk, and providing information at your fingertips. HACCP – (Hazard Analysis and Critical Control Point) – is a systematic approach to identifying and controlling hazards that could pose a danger to the preparation of safe food or medicines.

Kelsius is recruiting for the role of Customer Success Specialist. The Customer Success Specialist (CSS) is responsible for driving customer loyalty, adoption and implementation of Kelsius Solutions, leading to successful customer renewals. The CSS must be comfortable consulting with customers at every level with the ability to articulate the value of Kelsius solutions and services that inspires the adoption of solutions, services, educational offerings and support. Ultimately, in addition to the prime customer success focus, this role promotes retention, upselling and loyalty leading to a successful renewal.

Key Responsibilities:

• Partnering with other departments such as engineering, product management, or design to ensure that solutions are meeting customer needs.
• Creating reports that measure customer satisfaction, usage patterns, and other performance metrics to help identify areas where improvements can be made.
• Supporting customers with questions or issues they have after purchasing a product or service from the company.
• Conducting outreach to potential customers to educate them about a product or service and determine their interest in purchasing it.
• Troubleshooting customer problems or issues that arise during the use of a product or service.
• Educating customers about new features or updates to existing features of a product or service.
• Helping customers evaluate new solutions or technologies that may be a good fit for their business needs.
• Reviewing customer data to identify opportunities for upselling additional products or services.
• Meeting regularly with customers to discuss issues and concerns, provide support, and identify opportunities for improvement.
• Expected meeting intervals:

— Customers with annual revenue of 10K and Over = Monthly Meetings

— Customers with annual revenue of 5 – 10K = Quarterly Meetings

— Customers with annual revenue of 2 – 5K = Annual Meetings

— Customers with annual revenue of <2K = Annually Email and Survey

Skills & Experience Required:

• Have strong organizational skills and demonstrate a good attention to detail.
• Have an excellent telephone manner and communication skills.
• Have the ability to produce written reports and documentation.
• Be proficient in Microsoft Office.
• Support a “can do” culture in terms of responding to customer needs.
• Highly driven with enthusiasm to meet targets and to cope under demanding pressure.
• Self-motivated, flexible, and adaptable. Ability to both work on own initiative and as part of a team.
• Ability to learn as you go and develop quickly. Strong Kelsius product knowledge.
• Strong time management skills, with the demonstrated ability to handle multiple clients, projects, and priorities simultaneously.
• Fluency in European languages an advantage.