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.
We are looking for a manager to help build and lead the Customer Success Services team, which but will closely with colleagues from CPS and Cslusto er Services team. This constantly growing team is expanding by 5+ Customer Service Managers (CSM) and 3+ Service Coordinators. Together with these dynamic and highly motivated professionals you are responsible for the success of selected named accounts from designated regions using our products and services.
In this role you are reporting to the Senior CSM Manager in Central Professional Services. In cooperation with the Success Services management teams in Europe, APAC and North America you are responsible for ensuring quality Services are offered to our customers. To succeed in this role, you need to liaise with several stakeholder groups within Basware as well as participate in the management of the accounts.
Leading the team
The team is responsible for the service delivery and customer satisfaction of over 100 North American accounts and over 600 Globally, from small to largest enterprises in the world with growing volumes. You will have key role towards Global Operations & Planning teams to align global practices.
You ensure appropriate resourcing as well as manage the team’s workload and profitability. Competence development and performance management of the team members are part of your duties and reflecting Basware values in everyday work.
Where the CSMs and Service Coordinators ensure things are running smoothly with our customers, you own the overall service to these accounts and support the team to achieve customer excellence by removing obstacles for your team.
Resource & Skills Management
The CSMs and Service Coordinators serve accounts from several countries in APAC, North America and Europe with team members working predominantly in evening shifts. You will ensure there are enough resources for each region/activity and cooperate with local management to both support local needs and to generate more demand. You will also monitor the pipeline of new CSM accounts to ensure there is capacity in the team to manage the new customers.
Member of Central Professional Services Management Team
In addition to managing your own team, you will be one of the key contributors in cooperation, operational excellence, and development on global level within the Central Professional Services Management Team.
Link between customer, internal stakeholders, and global practices
In Customer Services we have Global Practice Owners who oversee that we are globally aligned with our colleagues. You will work with both groups to ensure global practices are followed in country and so that local needs are considered in the practice.
Cooperation with several internal groups, such as sales, support and consulting, are vital for your team’s success. You will primarily be cooperating with the Success Services management teams in North America. You need to work closely together to ensure our customers are served holistically.
What we’re looking for:
· People & business management experience
· 5+ years customer relationship management experience
· Outstanding relationship building skills
· Strong planning and organizational skills
· Familiar with business processes related to procurement and accounts payable
· Broad experience in a customer facing, service-oriented role within an ICT
· Experience in continuous business improvement and value creation for the customer, through driving and optimizing the adoption
· Experience of working in a global matrix organisation with geographically distributed teams is an advantage
· ITIL Foundation and/or MSP Foundation, LAER model understanding an advantage
· Resourceful and able to find a path forward with minimal guidance whilst working within company processes
· Self-motivated team player with a proactive mindset
· Committed to meeting objectives, results driven
· Fluent written and spoken communication skills in English, other languages a plus
As the successful candidate you will have a strong background in working with
customers on management level, leading people and are experienced in the
Customer Services area. You can build lasting relationship with customers.
You enjoy working with various external and internal stakeholders and dealing with the day-to-day challenges of a Customer Services organization. You have a high motivation to ensure customer success and to drive continuous improvement in cooperation with our customers, your team and the management team.
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
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