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Customer Service Manager, Professional Services, North America

  • Applications are considered on a rolling basis
  • Fort Mill +1 more
  • Applications are considered on a rolling basis
  • Fort Mill +1 more

The Customer Services organization includes the Professional Services and Customer Support functions, and is made up of more than 550 Basware experts globally.
Professional Services, made up of Project Managers, Solution Architects, Solution and Technical Consultants and Success Services professionals, deliver customer implementation projects and provide services that help Basware customers adopt, optimize and accelerate the benefits of their Basware solutions and services. Customer Support provides professional help to our customers to manage operational and service issues that arise from using our services.

Customer Services draws on our collective expertise so that our customers realize the best possible business outcomes with Basware’s Networked Purchase-to-Pay solutions.

Come join a Great Place to Work company! With presence in 100 countries and serving over 2,000 clients and over 1 million end-users, Basware is the leading provider of purchase-to-pay automation software and solutions. Praised by industry analysts such as Gartner, AMR, Forrester, and PayStream, Basware’s products range from procurement and invoice automation to electronic invoicing and billing. Basware’s clients include global multinationals and prestigious domestic organizations. Basware’s North American operations have grown rapidly over the past few years and we are expanding our team. Find out more at www.basware.com/us.

Basware Professional Services in North America is looking for a hands-on temporary (6 month contract with possible extension/transition to permanent) Customer Service Manager to understand, define and implement customer requirements for Basware software solutions and services.

JOB DUTIES:

  • Presents business and technical concepts and solutions such that the concept/solution and impact are clearly understood by the customer.
  • Works closely with the Account Manager in creating customer account plans. Identifies/qualifies sales opportunities and supports developing the account relationship.
  • Shares and implements best practices with customers and follows up on key metrics and results including SLA reports. Measures progress using metrics and makes mid-course adjustments to planned activity in order to achieve targeted goals.
  • Shares and implements customer support best practices along with the global Customer Support organization. Follows up the Service Request Management process metrics and results.
  • Understanding and ability to use concepts, tools and techniques to develop, maintain and manage business relationships at all levels. Initiates and sustains a role as Trusted Advisor with strategic and operational customer stakeholders. Leads the process of identifying business challenges by using appropriate discovery questioning resulting in the creation of a joint plan with the customer.
  • Understands change management methodologies and shows awareness of the tools and processes required to achieve successful change.

Work with great people

Hanna Ikonen
Team Leader, Customer Services
"I feel that I can make a difference, drive improvements & take controlled risks, and all this is supported by the company."
Sam Bradner
Senior Content Designer
"Best part of my job is flexibility and variability. I don´t really have a typical day, and I like that!"
Kevin Kamau
Product Manager
"Basware is a global company that values people as a crucial driver for success."
Trang Pham
Communications Specialist
"I know I can make an impact in hundreds of different ways. Basware is really unique to me – we have the best people and we are the leader in our industry."
Mika Peurala
Solution Architect
"Absolutely the best colleagues and line managers in the world!"
Jaakko Jutila
Director, Customer Service
"At Basware you have the freedom to identify and start different development activities across the organization without getting approvals from above."

Skills & Requirements

TO BE SUCCESSFUL IN THIS POSITION YOU SHOULD HAVE:

  • 1 to 3+ years of customer relationship management experience including face to face customer service.
  • Bachelor’s or Associate’s degree required.
  • Understanding of Accounting, Accounts Payable and/or Procurement processes.
  • Interest in continuous business improvement and value creation for the customer, through driving and optimizing the adoption. Ability to drive business outcomes.
  • Ability to act as the Single Point of Contact and escalation management point for external contacts
  • Ability to work in a global matrix organization with geographically distributed teams
  • Can confidently interact with customers at all levels

PREFERRED SKILLS:

  • Familiar with business processes related to procurement and accounts payable
  • Strong written and verbal communication skills in English plus any specific local language needs
  • Strong knowledge and understanding of business needs, with ability to translate functional requirements into technical solutions
  • Excellent presentation skills with a capability of leveraging business terms to relay solutions simply.

At Basware, you will be part of a profitably growing, dynamic and forward-looking company. We have an open working atmosphere and great Basware spirit. We offer you competitive compensation aligned with your competences and performance, a supportive team and an opportunity to build your career in an international environment that drives you to succeed.

Basware offers excellent benefits including company-paid medical, dental, vision, life insurance, HSA account, matching 401(k), AD&D, Short and Long-term Disability and many others!

This position is available immediately. If you are seeking a new challenge in an international and dynamic environment, please send your resume along with your cover letter indicating your salary expectations.

Great Place to Work

  • Continuous learning and development

  • Great colleagues and teamwork

  • Flexibility and autonomy

  • Innovation and cutting edge technologies

  • Making the world greener

  • Global & diverse culture with a Nordic twist

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

Basware

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