The Customer Services organization includes the Professional Services and Customer Support functions, and is made up of more than 550 Basware experts globally.
Professional Services, made up of Project Managers, Solution Architects, Solution and Technical Consultants and Success Services professionals, deliver customer implementation projects and provide services that help Basware customers adopt, optimize and accelerate the benefits of their Basware solutions and services. Customer Support provides professional help to our customers to manage operational and service issues that arise from using our services.
Customer Services draws on our collective expertise so that our customers realize the best possible business outcomes with Basware’s Networked Purchase-to-Pay solutions.
Customer Services (CS) team @ Basware is committed towards success of our customers. We in CS are focused on serving our customers beyond expectation by providing end to end services for Source-2-Pay (S2P) solutions across the globe.
Team description. Basware’s Professional Services Team is responsible for implementation of the customer requirements using Basware software solutions and services. With a target to serve customers beyond expectations, team is constantly working and innovating to deliver S2P solutions. Team is working and continuously improving the customer experience by providing optimized solutions to meet the customer requirements.
Key role responsibilities (“Your Contribution”)
Professional Services Team is looking for a self-driven Manager to roll-up their sleeves and be the driving force in expanding and leading a team of technical consultants. The Manager, Customer Success will report to the Director, Customer Success and will lead the team providing world-class consulting services to Basware customers. You will manage the team that directly interacts with our customers during the customer journey while identifying ways to improve our services. You will be responsible for demonstrating and driving Basware values. In this role, you will establish excellent cross-functional relationships with other functions and leaders to ensure the best services to our customers. You will play a key role in driving customer success along with your team. You will also be responsible for ensuring that the team’s operations, processes and practices are aligned with the global guiding principles. The ideal candidate will possess excellent managerial, communication and consultancy skills. Building successful relationships with your team is a key to success in this role. A strong track record of success is a must. Your responsibilities include:
Manage, hire, engage and enable a team of Senior Technical Consultants and Technical Consultants
Provide input to the organization's strategic initiatives and drive these with the team
Develop team goals and KPIs to support the strategic initiatives
Establish operational objectives and work plans and delegates assignments to subordinates
Drive behavior, motivate, and above all, support the existing team – coach them, contribute to customer pursuits, get your hands dirty – whatever it takes.
Competence development and performance management of the team members
Plans & develops continuous improvement
Understand customer pain points and help drive escalations by coordinating between cross-functional teams.
Candidate qualifications (“Mutual interest”)
In order to thrive and succeed in this role, we expect you to have following skills:
Minimum 5 Years of experience in leading software development or implementation or consulting teams
Direct management experience with demonstrated effective leadership in terms of improving the methods, processes, and performance.
You must be able to demonstrate a collaborative approach to problem solving and be comfortable working with business leaders/owners to garner buy-in. For this reason, the successful candidate will require outstanding presentation, verbal and written communication skills.
You must be a highly motivated team player with a mature, positive attitude and passion to meet the challenges and opportunities of building teams
Strong customer management skills with the ability to influence our clients’ choices.
You must be a proven high performer with a solid track record.
Experience in a consultancy role
Experience of working in matrix organizations
IT / Computer Science Bachelor (B.E. / B.Tech. or equivalent) or Master degree (MCA / MBA or equivalent).
Flexible to work in different time zones.
It will be valuable if you also possess:
Experience with ServiceNow and Planview
Understanding of P2P and/or financial business processes and Basware product knowledge
Certifications in the applicable domain areas are preferred
We embrace a growth mindset.
We empower through accountability.
We dare to try.
We value every individual.
Basware is a cloud-based solution provider with employees all over the world. As a global company, proud of our Finnish roots, we create and deliver automated technologies to make finance and procurement processes easier and more streamlined for globally operating enterprises and their suppliers across all industries.
Trusted by thousands of organisations, we have over 9,500 businesses in more than 70 countries worldwide using Basware solutions to fulfill their procure-to-pay (P2P) needs. We are constantly innovating to help our customer simplify operations so they can spend smarter.
Basware prides itself not only on award-winning technology, but also on the talent of our people.
Our success is made possible by the hard work, daily dedication, and insatiable passion of the approximately 1,350 employees working across 14 countries, representing over 30 different nationalities.
Our culture has grown to advocate for business transparency, embrace change, enable innovation, and encourage employees to feel empowered and take accountability while driving initiatives with passion.
2020Recognized market leader with global operations, 20+ offices worldwide.
2019Gartner Magic Quadrant Leader for Procure-to-Pay Suites for fourth time
2014-2019Several industry recognitions and product launches
2012-2016Several acquisitions in the fields of e-invoicing, e-procurement and purchase-to-pay solutions
2012Launch of cloud-based B2B platform for transaction collaboration on Basware's Network
2006-2009Several acquisitions in the fields of invoice automation, data capture expertise and payment software
2005Launch of fully integrated Purchase-to-Pay solution suite
2000Basware listed on Helsinki Nasdaq, launch of purchase management software & e-invoicing service
1992Launch of first financial management software
1985Basware founded in Finland