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Customer Service Manager (Success Services)

  • Application Deadline: June 30, 2022
  • Sydney
  • Application Deadline: June 30, 2022
  • Sydney

Basware is the global leader in providing networked purchase-to-pay solutions and innovative financing services. Basware’s commerce and financing network connects businesses in over 100 countries and territories around the globe.

The Customer Service Management team at Basware enables our customers to maximise the benefits of using Basware solutions. They are trusted post-implementation partners; providing customers with high-quality post-go-live services, seeking continual improvement, monitoring service quality, and leading change request implementation projects. The team reports to the Manager, Professional Services.

We are now looking for a Customer Service Manager to join our local customer success team based in Chatswood, Sydney.

We offer a hybrid working model.

Responsibilities include

  • Managing key accounts and being the single point of contact for local and global customers
  • Initiating and sustaining a role as a trusted advisor with customer stakeholders
  • Managing customer escalations appropriately and timely by involving internal teams with agreed actions
  • Participating in or developing contingency plans and potential solutions to identified risks and issues
  • Sharing and implementing customer support best practices along with the global Customer Support organisation
  • Monitoring and reporting on key metrics and results including SLA reports
  • Building an understanding of the customer's business to guide and advise them on how to best gain further benefit from Basware products and services
  • Managing regular customer meetings presenting business and technical concepts or solutions
  • Working closely with the Account Manager in creating customer account plans. Identifies/qualifies sales opportunities and supports developing the account relationship
  • Leading and managing change request projects from start to end

Work with great people

Hanna Ikonen
Senior Manager, Customer Services
"I feel that I can make a difference, drive improvements & take controlled risks, and all this is supported by the company."
Sam Bradner
Senior Content Designer
"Best part of my job is flexibility and variability. I don´t really have a typical day, and I like that!"
Kevin Kamau
Senior Product Manager
"Basware is a global company that values people as a crucial driver for success."
Trang Pham
Senior Specialist, Communications
"I know I can make an impact in hundreds of different ways. Basware is really unique to me – we have the best people and we are the leader in our industry."
Mika Peurala
Solution Architect
"Absolutely the best colleagues and line managers in the world!"
Jaakko Jutila
Director, Customer Support
"At Basware you have the freedom to identify and start different development activities across the organization without getting approvals from above."
Namrata Checker
Team Lead, Digital Marketing
"What I love most about my job is the people that I work with, the freedom of putting forward my ideas, thoughts and feedback but also the freedom of creating the way of working that works best for me."
Siddhartha Bhatia
Senior Cloud Developer
"I am honored to have worked with the leaders of tomorrow. The organization is absolutely people centric with its prime focus always on employee engagement, loyalty and satisfaction."

Skills & Requirements

Skills Required

  • Experience in a customer-facing, service-oriented role within an ICT environment (e.g. in Customer Services, Customer Support, Account Management, and/or Project Co-ordination)
  • An understanding of the software development and support cycle and experience in working with financial processes, procure-to-pay software systems, and/or enterprise software applications, will be beneficial
  • Experience in acting as the Single Point of Contact and escalation management point for external contacts
  • Experience in working with support management systems such as ITSM, ServiceNow
  • Strong written and verbal communication
  • Tertiary qualification in Business, Computer Science, or related field

This is a fast-paced and dynamic environment. We value employees who are confident, work well independently and in teams, are solution-focused and for who adding value for the customer is a key focus area.

Great Place to Work

  • We embrace a growth mindset.

  • We empower through accountability.

  • We dare to try.

  • We value every individual.

About the company

Basware is the global leader in providing networked purchase-to-pay solutions and innovative financing services. Basware’s commerce and financing network connects businesses in over 100 countries and territories around the globe. As the largest open business network in the world, Basware provides scale and reach for organizations of all sizes, enabling them to grow their business and unlock value across their operations by simplifying and streamlining financial processes. Small and large companies around the world achieve significant cost savings, more flexible payment terms, greater efficiencies and closer relationships with their suppliers.

Joining Basware means you’ll join a team filled with innovators, passionate about their work and enthusiastic about the purchase-to-pay industry we’ve pioneered. You’ll work alongside highly motivated, capable, and friendly individuals who collaborate to deliver world class solutions and services to hundreds of companies worldwide. A critical part of our culture is the high amount of trust we put into our employees—we want you to make a difference. So, we offer flexibility in how you work, giving you the freedom and support to deliver your best results. We truly live our values where our employees strive for excellence, put our customers first, lead the way, and inspire one another to build a winning team.

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

Anneke Van Vuuren | Contact Person

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