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Manager, Customer Success Services

  • Applications are considered on a rolling basis
  • Sydney
  • Applications are considered on a rolling basis
  • Sydney

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

As Manager, Customer Success Services you will lead an experienced team of Customer Service Managers (Success Services) and Support Consultants, based locally and overseas, in supporting our customers to adopt, optimise and accelerate the benefits of Basware solutions and services.

Success Services forms part of APAC Professional Services. You will join the leadership team and play an integral part in the successful collaboration between local and global internal stakeholders

About the function
Professional Services , made up of Project Managers, Solution Architects, Solution and 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.

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, drive the optimised adoption and support of our solutions and promote continuous consulting at scale.

Responsibilities:

  • Provide leadership to the 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
  • 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


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 managerial role or as a senior expert coaching others
  • General working knowledge of Source-to-Pay or financial supply chain processes and concepts is an advantage.
  • Experience working in a global matrix organization with geographically distributed teams would be an advantage
  • Bachelor’s degree in Information Technology/ Business or similar

Skills

  • Proven customer relationship management and building skills
  • 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.
  • Ability to build strong relationships with internal stakeholders and drive cross-functional actions forward
  • Self-motivated team player with a proactive mindset

We are proud of our culture and the sense of belonging and inclusiveness that our team members find here.

If you are interested in joining a high-performing team that values trust, expertise, and accountability, we would like to hear from you.

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 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

Anneke Van Vuuren | Contact Person

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