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Customer Success Manager

  • Düsseldorf +1 more
  • Düsseldorf +1 more

As a Customer Success Manager, you will be part of the Basware Professional Services organization which is made up of Project Managers, Solution Architects, Solution and Technical Consultants and Success Services professionals. The role of Professional Services is to deliver customer implementation projects and provide services that help Basware customers adopt, optimize, and accelerate the benefits of their Basware solutions and services.

This position is to join our team in Dusseldorf or Munich and will involve you working with named key customers, from multiple sectors and typically on a global scale, to ensure they are getting the most business value out of their investment in Basware.

The person we are looking for will need to have a strong focus and passion for driving adoption, customer retention, customer satisfaction and be comfortable playing a leading role when coordinating across Basware to deliver on success and improvement plans. You will also be comfortable speaking with all customer contacts at all levels, from AP teams to the C suite.


Develop and implement strategies for customer success

  • Create, maintain, and implement achievable customer success plans at any stage of the customer lifecycle. Continuously monitor, measure, guide and align both customer stakeholders and others within Basware to ensure tangible business outcomes are achieved and can be a reference

Act confidently as a networked purchase-to-pay practitioner and trusted advisor

  • Be able to continuously collect and provide both customers and others within Basware valuable guidance on best practice, industry trends and relevant benchmarks. Develop trusted relationships, including at the c-level, and engage to influence.

Ensure successful ramp-up and adoption of Basware solutions and services

  • Provide guidance and steering decisions to the Basware and Customer implementation teams to ensure agreed upon business outcomes are met and/or mitigation strategies are activated. This includes the initial delivery through to expansion and change requests
  • Create, implement, and measure user and supplier adoption strategies linked to customer’s business outcomes. Actively measure adoption to identify and pursue opportunities. Work with customers and across internal teams, including product owners, to improve solutions and services and meet adoption objectives.
  • Ability to identify opportunities where the customer would benefit from the use of additional Basware products. Work with the Account Manager in positioning the value and closing the sale of add on products and services

Manage operational activities to ensure success

  • Accountable for the successful delivery of success and service improvement plans, working both cross-functionally and at times leading virtual teams to deliver agreed actions in a coordinated manner and to optimize the customer experience.
  • Deliver services designed to drive customer success, including workshops, coaching, and profiling customer’s maturity across sourcing, procurement, and finance to identify opportunities.

Deliver and support the development of success services

  • Contribute to refining existing or develop new methodology, frameworks, and tools based on experience, research, and analysis.

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

To thrive and succeed in this role, you will have significant experience in a customer facing, service-oriented role within an ICT environment. Experience in Finance, procure-to-pay software systems and/or enterprise software applications, will be beneficial.

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.

Required competencies and experience:

  • Experience in a Success Manager role with demonstrated ability in driving software adoption and increasing revenue
  • Experience in Continuous business improvement and value creation for the customer, through driving and optimizing the adoption. Ability to drive business outcomes discussions and lead the customers
  • Experience working with global customers with local head offices and other European countries where Basware is located
  • Demonstrated ability to drive and close up-selling opportunities with the customer base
  • Experience of working in a global matrix organization with geographically distributed teams
  • Compliance and IT Security awareness and good understanding of Security protocols
  • Strong written and verbal communication skills in English and German
  • French language not mandatory but would be an asset
  • Self-driven and target oriented
  • Excellent presentation skills with a capability of leveraging business terms to relay solutions simply.
  • Ability to manage difficult situations and escalations with customers
  • Bachelor's or Master's degree required


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

Nadia Sheikh | Contact Person

I'm interested

Düsseldorf +1 more
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