Support Delivery Manager - Nordics
The Customer Support function is made up of more than 230 Basware experts globally. Customer Support provides professional, efficient and effective technical support to Basware customers/partners in a manner that further enhances customer experience, satisfaction and loyalty. We work to resolve customer Cases and Incidents to enable our customers to use Basware products and services efficiently and enable them to run their business seamlessly.
Customer Support draws on our collective expertise so that our customers realize the best possible business outcomes with Basware’s Networked Purchase-to-Pay solutions.
In this role you are a key contributor of ensuring smooth Support Operations in the Nordics region.
In this role you analyze customer metrics such as ticket volumes, satisfaction, and ongoing incidents to identify the health of our customers. You will interact with customers when needed to provide exceptional experience and gather feedback. Additionally, you play a key role in commercial topics related to Nordics Support and work in close cooperation with our global Services Sales team.
You will collaborate closely with the Nordics Support Leadership team and report to the Head of the Support Nordics.
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Work with great people
Skills & Requirements
You will be successful in this role, when you have experience and skills of driving and managing operational metrics in a customer support environment, along with excellent communication skills in both written and spoken English. You should also have experience in commercial discussions with customers, and a constructive mindset to work towards mutually beneficial solutions. As a self-motivated individual, you will have the ability to shape your role to meet the needs of the Support Nordics, while maintaining a strong attention to detail and the ability to work independently and as part of a team.
- Proven experience in a similar role, preferably in SaaS environment
- Strong analytical skills with the ability to gather and interpret complex data
- Excellent communication and interpersonal skills with the ability to interact with customers and stakeholders at all levels
- Ability to work independently and identify focus areas in your area of influence
- Bachelor's degree in a relevant field (e.g. business, analytics, engineering)
- Willingness to travel when needed (max 10 % of the time)
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
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