Manager, Professional Services

Job Description

The Customer Experience is looking for an initiative-taking and committed Manager, Professional Services to play a crucial part in ensuring our customers derive maximum value from our software solutions.

The Professional Services Team at Basware is dedicated to building a global community of Accounts Payable (AP) best practice process implementation consultants. We are seeking a dynamic and strategic leader to spearhead this initiative at our Chandigarh office in India.

This pivotal role involves setting and driving standards, developing materials, and providing design and deployment support for global projects. You will lead a regional Basware consulting team and actively contribute to the extended Professional Services leadership team.

The Manager will play a key role in driving customer success, ensuring alignment with global guiding principles, and fostering strong cross-functional relationships to deliver optimal service and identify opportunities for continuous improvement.

Key Responsibilities:

Leading the Business

• Strategy and Operational Planning:
• Communicate function and team goals and objectives clearly to team members.
• Collaborate with team members to set individual performance objectives aligned with team and organisational goals.
• Change Leadership:
• Effectively communicate change activities to team members.
• Support implementation of change initiatives by ensuring execution of change plans within the team.
• Customer Experience:
• Drive the team to deliver exceptional customer experiences.
• Recognise and celebrate cases of outstanding customer delivery.

Operational Excellence:

• Own delivery plan, staffing, utilisation, and weekly throughput versus go-live waves.
• Implement quality gates, control rework, and manage escalations effectively (Escalation Management is a key responsibility).
• Interface with Basware and partners on dependencies and shared PM/SA effort boundaries.
• Establish and maintain global standards for Professional Services delivery.
• Develop and maintain best practice materials and methodologies for AP processes.
• Provide design and deployment support for global projects, ensuring consistency and quality.

Team Leadership:

• Lead and mentor a regional consulting team, fostering a culture of collaboration and high performance.
• Drive hiring and onboarding cadence to build a strong team.
• Manage performance through regular feedback and development plans.
• Promote Basware values and ensure alignment with organisational principles in all aspects of operations.

Cross-Functional Collaboration:

• Build and maintain strong relationships across functions to ensure seamless service delivery.
• Identify and implement opportunities for process improvement and innovation.