Customer Success Manager

Harvia is one of the leading companies operating in the sauna and spa market globally, as measured by revenue. Harvia’s brands and product portfolio are well known in the market, and the company’s comprehensive product portfolio strives to meet the needs of the international sauna and spa market of both private and professional customers. 

Harvia’s revenue totaled EUR 150.5 million in 2023. Harvia Group employs approximately 600 professionals in Finland, Germany, United States, Romania, Japan, China and Hong Kong, Austria, Italy, Estonia, and Sweden. The company is headquartered in Muurame, Finland, adjacent to its largest sauna and sauna component manufacturing facility. 

https://harviagroup.com/ 

We are looking for a Customer Success Manager to maintain, develop and strengthen our customer experience and loyalty with our customer support team.  In this new role, you will play a pivotal role in making sure our customer support meets the highest standards of quality and performance. 

YOUR KEY RESPONSIBILITIES 

• Team Leadership: Lead and develop a high-performing customer service team to provide exceptional support across Northern Europe and APAC & MEA regions 

• Sales Support: Support the team to have efficient and accurate processes, modern systems and up-to-date knowledge to succeed in their work. 

• Technical Support and Service Management: Ensure timely and effective resolution of technical inquiries and issues, providing high-level technical and product support with our team of talented and motivated experts.  

• Customer Success Strategy: Develop and implement strategies and best practices to improve customer satisfaction, retention, and loyalty.  

• After Sales: Improve and develop after sales services (e.g., warranties, maintenance, digital self-support tools) and our network of dealers and service shops.  

• Process Optimization: Identify opportunities to streamline workflows, improve response times, and enhance service quality. 

• Cross-Functional Collaboration: Work closely with global sales and regional tech support, supply chain, products & solutions, innovation & technology, marketing & brands and other departments to ensure seamless service delivery and customer communication. 

• Performance Monitoring: Manage and track KPIs, analyze service performance, and implement continuous improvement initiatives to exceed customer expectations. 

• Customer Feedback: Gather and analyze customer feedback to identify trends, pain points, and opportunities for product or service improvements. 

WHAT WE EXPECT FROM YOU 

• Bachelor’s degree in Business, Marketing, Technical or a related field. 

• Proven (10 + years) experience in customer experience, customer or technical support, aftersales or a related role. Experience in working on a global company is a plus.  

• 5 + years experience as a team leader.  

• Strong analytical skills and the ability to interpret customer data. 

• Strong understanding of customer service principles and sales success processes. 

• Excellent communication and interpersonal skills, with the ability to work effectively in a diverse, multicultural and global environment. 

• Natural interest in networking and building professional partnerships. 

• Resilient, persistent and structured way of working. 

• Problem-solving skills with a proactive, solution-oriented mindset. 

• Proficient in CRM systems, ERP software, and Microsoft Office tools; experience in implementation of new systems / software is a plus.  

• Zendesk experience is an advantage. 

• Fluent English and Finnish; additional language skills are a plus.  

WHAT WE OFFER YOU 

• Permanent and interesting position in an international company. 

• Opportunities to grow professionally and career-wise within the company. 

• Supportive and ambitious local and international colleagues, who are ready to help you succeed in your job. 

• Competitive salary that meets your abilities with comprehensive benefits such as ePassi, possibility for a company bike, company gym and access to various employer supported discounts.  

The position is based in our headquarters in Muurame, Finland, and will involve some business travel. 

READY TO APPLY?  

If you’re passionate about customer success, team leadership, and driving results in a global environment, we’d love to hear from you as soon as possible. 

Submit your application, including your CV and salary expectations, as soon as possible, but no later than November 24th, 2024 by email to rekry@harvia.com, with the title “Customer Success Manager”. We review the applications and will arrange interviews with the most potential candidates during the application time.  

For further information please contact Group HR Manager Marjut Leikas at +358 50 4623300 on Thursday, Nov 7th b/w 15-16, Wednesday, Nov 13th b/w 8-9 and on Wednesday, Nov 20th b/w 11-12.  

Join us in the sauna and spa industry. We're excited to hear from you!