Customer Success Manager
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.
Role Purpose: Successful adoption of Basware solutions and services to reach desired business outcomes.
Accountable for the customer succeeding with their business outcomes by using and successfully adopting Basware solutions and services. Assumes responsibility for nurturing the customer relationship in all success or service-related aspects, but above all, as a trusted advisor. Has a strong focus on driving adoption, customer retention, renewals and customer health. Assumes a leading role when coordinating across Basware, utilizing the internal network to deliver on success plans. Has a responsibility to develop and share best practices within the organization and contribute to the development of services related to Customer Success.
Key job tasks & responsibilities:
Develop and implement strategies for customer success
- Create, maintain and implement achievable customer success plans with objectives and tasks to execute the right actions. Plan maturity benchmarking and use insights to input to the success plans. Continuously monitor, measure, guide and align both customers and others within Basware to ensure tangible business outcomes are achieved and can be referenced. Use Customer 360 data, Calls to action, playbooks, and customer health data insights as inputs to the plan.
Act confidently as a networked purchase-to-pay practitioner and trusted advisor
- Be able to both 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 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.
Ensure successful and high adoption of Basware solutions and services
- Create, implement and measure user and 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 solution and services and meet adoption objectives.
Manage customer health
- Full responsibility for monitoring and improving customer health and the parameters impacting it. Understands all areas impacting the customer health scorecard and is able to also to propose changes, when needed. Use CTA’s and Playbooks to action items to improve Customer health. Use reporting and dashboards to analyse trends and provide insights to your customers.
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. Use the Tooling timeline to communicate with colleagues on tasks and updates. Use Calls to Action and prescriptive playbooks on customer risks, opportunities and lifecycle events
Work with great people
Skills & Requirements
**Experience: 3+ years of customer relationship management experience including face to face experience with external customers
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Required competencies and experience:
- Experience in a customer management role within a SaaS and business environment including focus on customer satisfaction and adoption
- Experience in Continuous business improvement and value creation for the customer, through driving and optimizing the adoption. Ability to drive business outcomes.
- Solution orientated mindset, looking for opportunities to improve and enable the solutions needed by utilizing network
- Experience of working in a global matrix organization with geographically distributed teams
- Compliance and IT Security awareness and understanding of Security protocols
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Good written, presentation and verbal communication skills in English plus any specific local language needs.
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Self-driven and target orientated
- Can confidently engage with stakeholders at all levels, identify sales opportunities and manage commercial conversations around renewals
- Can coach and lead others in a way that motivates and promotes knowledge.
- Understand the customer needs and Basware solutions.
- Understand technology adoption from the user perspective
- Industry knowledge and understanding of electronic invoicing and purchase-to-pay business processes.
- Use reporting and dashboards to analyse trends and provide insights to your customers.
Education:
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
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