Support Account Manager with French and English
- Applications are considered on a rolling basis
- Iași
- Hybrid
Customer Support is made up of 200+ experts globally, providing professional, efficient, and effective technical support to Basware customers and 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.
The Support Account Manager (SAM) is a key role in our support offerings, serving as the primary point of contact for designated customers. The SAM is responsible for overseeing the customer’s support experience, ensuring timely case resolution, and proactively managing escalations. The SAM will actively work on resolving technical issues through the support cases raised while maintaining a strategic view of the customer’s support activities and closely working with the CSM and Sales representatives.
Key Responsibilities:
Case Management & Resolution
- Take ownership of customer cases and drive them to resolution, either independently or by collaborating with internal support teams
- Ensure cases are prioritized appropriately based on impact and urgency
- Maintain an up-to-date overview of all open cases for assigned customers, proactively addressing delays or roadblocks
Customer Engagement & Relationship Management
- Serve as the primary point of contact for customer support needs, building strong relationships with key stakeholders
- Regularly communicate with customers regarding case status, resolution progress, and action plans
- Schedule and lead case review meetings per the support plans, with customers to provide status updates on open tickets, and discuss trends or recurring issues
Escalation Management
- Act as an escalation point for critical issues, ensuring that urgent cases receive the appropriate attention from internal support teams
- Proactively engage with customers to prevent escalations by identifying potential challenges early and addressing them
- Work closely with internal support leadership to ensure swift resolution of high-priority cases
Proactive Support & Continuous Improvement
- Set up the monitoring service focusing on the type of key operational activities/transactions the customer is keen for us to proactively monitor
- Analyze support trends for assigned customers and provide recommendations for process improvements or proactive measures to prevent recurring issues
- Identify opportunities to improve product adoption and overall customer experience through targeted guidance and best practices
- Work closely with product and engineering teams to relay customer feedback and influence product development
Documentation & Reporting
- Maintain detailed records of customer interactions, escalations, and case resolutions
- Generate regular reports on case status, resolution times, and key performance indicators for both customers and internal teams; leveraging ServiceNow dashboard
- Provide insights and recommendations based on case data to enhance support operations
- Document all the above as part of the monthly/By-monthly review in a presentation that will be shared with the customer after each meeting
Work with great people
Skills & Requirements
Key Qualifications & Skills:
- Strong technical troubleshooting skills and the ability to resolve customer issues effectively
- Excellent communication and relationship-building skills, with a customer-centric mindset
- Experience in case management, escalation handling, and technical support
- Ability to work collaboratively across multiple teams, including Support, CSM, Sales, Products, and Engineering
- Strong organizational skills with the ability to manage multiple cases and priorities simultaneously
- Ability to multi-task and manage multiple customers at a time throughout the day, with a focus on resolving high priority issues
- Identify gaps and provide recommendations on existing monitoring to mitigate risks
- Collaborate with other regional SAMs to standardize best practices across regions and manage global accounts seamlessly
Eligibility requirements:
- Senior profile with technical background, must be able to explain technical issues in an understandable language to the customer
- Location: Iasi, Romania (hybrid model)
- Proficient level of English and French
- Ideally a mix between CSM & expertise in Customer Support
Awareness of artificial intelligence concepts, tools, or applications is considered a strong asset. We highly value candidates who demonstrate curiosity, a proactive mindset and a willingness to explore and incorporate AI-driven technologies into their work. We support continuous learning in this area.
Great Place to Work
-
We Drive Customer Value
-
We Take Ownership
-
We Are Bold
About the company
Basware is how the world’s best finance teams gain complete control of every invoice, every time. Our Intelligent Invoice Lifecycle Management Platform ensures end-to-end efficiency, compliance and control for all invoice transactions. Powered by the world’s most sophisticated invoice-centric AI – trained on over 2 billion invoices – Basware's Intelligent Automation drives real ROI by transforming finance operations. We serve 6,500+ customers globally and are trusted by industry leaders including DHL, Heineken and Sony. Fueled by 40 years of specialized expertise with $10+ trillion in total spend handled, we are pioneering the next era of finance.
Joining Basware means you’ll join a team filled with innovators, passionate about their work and enthusiastic about the industry we’ve pioneered. You’ll work alongside highly motivated, capable, and friendly individuals who collaborate to deliver world-class solutions and services. A critical part of our culture is the high amount of trust we put into our employees—we want everyone 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:
We Drive Customer Value, We Take Ownership and We Are Bold in everything we do, to make it all just happen for our customers.
2025Gartner Magic Quadrant Leader for Accounts Payable Applications. Basware and Deloitte create Center of Excellence
2024Launch of World’s 1st AP-Powered GenAI
2023Growth through acquisitions, Glantus and AP Matching
2022Basware became a privately-held corporation in a go-private transaction led by software private equity firm Accel-KKR
2020Recognized market leader, including Gartner Magic Quadrant. Global operations, 20+ offices worldwide
2012Launch of cloud-based B2B platform for transaction collaboration on Basware's Network
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
Powered by
