Customer Success Manager (Digital)

Job Description

The Basware Customer Success team is a global organization ensuring high-quality delivery and customer experience. Our Customer Success team works closely with our customers creating joint success plans, offering practical guidance to help customers achieve their goals, and allowing them to drive their business outcomes.

The team helps to demonstrate the return on investment and acts as a trusted advisor. It's not simply about making the customers content with our products or services, it's about ensuring they are delighted and getting the most out of what we offer.

The Customer Success team monitors adoption and health and focuses on helping customers use our products and services effectively. This approach is essential for retaining customers, increasing the value they get over time, and expanding their usage of our solutions. In a nutshell our Customer Success team ensures a healthy and mutually beneficial customer relationship.

As a Customer Success Manager in Digital Customer Success Team at Basware, you will play a pivotal role in leveraging digital tools and strategies to enhance customer engagement, satisfaction, and retention. We are looking for an individual who not only understands traditional customer success principles but also has the creativity to translate best practices into scalable and digital ways of working.

Responsibilities:

Retention Management and Growth:

• Maximize the retention by managing the health of the relationship and realizing the value in a scalable way.
• Identify and seize opportunities for account expansion and upselling within the existing customer base.

Digital Customer Relationship Management:

• Develop and maintain strong digital relationships with customers
• Utilize digital channels as the primary means of customer advocacy and communication.

Data-Driven Customer Success:

• Leverage data analytics to monitor customer value realization and satisfaction and identify areas for improvement.
• Translate data insights into actionable strategies for enhancing customer success.

Content Creation and Digital Engagement:

• Create compelling digital content to educate and guide customers on product features and best practices.
• Develop and execute digital engagement plans to drive product adoption and value realization.

Scalable Customer Success Strategies:

• Implement scalable digital strategies to cover the whole customer journey.
• Collaborate with cross-functional teams to ensure scalability and efficiency in Customer Success initiatives.

Issue Resolution and Support:

• Monitor customer health and intervene when necessary to ensure seamless customer experience.
• Maintain accurate and up-to-date customer records across all digital platforms.

Customer Advocacy in the Digital Realm:

• Serve as the voice of the customer, sharing feedback and insights with the entire organization.
• Create, lead, and participate in Digital Customer Success initiatives, webinars, and forums.