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Manager, Professional Services

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

We are looking for a Manager, Professional Services to join our team based in Chatswood, Sydney.

The Manager, Professional Services will lead the Customer Service Management (Success Services) team in supporting our customers to optimise Basware solutions.

The Success Services team specifically helps our customers to adopt, optimise and accelerate the benefits of Basware solutions and services.

More about the function

Professional Services, made up of Project Managers, Solution Architects, Solution, Technical Consultants, and Success Services professionals, deliver customer implementation projects and provide continuous services that empower Basware customers to adopt, optimize and accelerate the benefits of their Basware solutions and services. We are a global organization with 360+ professionals ensuring high-quality delivery and customer experience.

More about the role

Reporting to the Director, Professional Services, the successful candidate will empower and develop their team to be trusted partners for our customers, across a variety of industries. The team will enable customers to maximize the benefits of using Basware Solutions and drive the optimised adoption and support of our solutions and promote continuous consulting at scale.

This role forms part of the local Professional Services leadership team and plays an integral part in the successful collaboration between local and global internal stakeholders.

Responsibilities:

  • Provide leadership to the local Customer Service Management (Customer Success) teams with a focus on delivery, coaching, and team development.

  • Proactively seek continuous improvement and liaise with the global Centre of Excellence

  • Drive and optimize the successful adoption of Basware solutions by customers

  • Responsible for the successful delivery of customer change requests and support delivery for high profile customers

  • Manage and grow the delivery of service change requests and continuous consulting at scale thereby driving sales and profitability for the APAC region.

  • Drive revenue streams, growth, and profitability

  • Contribute to resolving customer escalations across teams and identifies areas of improvement, proposing corrective action

  • Responsible for activities related to the employee lifecycle, including recruitment, goal setting, performance and development discussions, and retention

  • Present business and technical concepts and solutions to customers and coach teams to do similar

  • Excel at task, resource, scope, and cost management for the customer and internal resources.



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

Work Experience & Education

  • Broad experience in a customer-facing, service-oriented role within an ICT environment.
  • Experience in Continuous business improvement and value creation for the customer, through driving and optimizing the adoption
  • Experience in leading an experienced technical team either in a manager role or as a senior expert coaching others.
  • Bachelor’s degree in Information Technology/ Business or similar

Skills

  • Customer relationship management skills and relationship building
  • Strong planning and organizational skills and ability to achieve defined objectives and results with minimal guidance
  • Forward-looking mindset, strong leadership skills, and the courage to foster an innovative culture within your team.
  • Proven experience translating customer needs in accordance with the value proposition of solutions like Basware
  • Ability to build strong relationships with internal stakeholders and can drive cross-functional actions forward
  • Having experience working in a global matrix organization with geographically distributed teams is an advantage
  • General working knowledge of Source-to-Pay or financial supply chain processes and concepts is an advantage.
  • Self-motivated team player with a proactive mindset
  • Committed to meeting objectives, results-driven

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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