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.
Customer Service Manager:
Responsible for managing Basware’s key customers and works together with the customer to ensure they are getting the most business value out of their Basware solution and experience.
Assumes responsibility for managing the customer relationship in all Basware product and service-related aspects. Focuses on continuous improvement, value creation and best practice advice. Effective coordination of Basware resources and open communication internally and with the customer. Focuses on driving adoption, retention and customer satisfaction.
Key job tasks & responsibilities:
Presentation Development and Delivery: Presents business and technical concepts and solutions such that the concept/solution and impact are clearly understood by the customer.
Account Management and Commercial Awareness: Works closely with the Account Manager in creating customer account plans. Identifies/qualifies sales opportunities and supports developing the account relationship.
Operational Management: 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. Understands the value of effective customer communication and is comfortable using influence and negotiation during escalations to ensure requests are resolved and closed professionally. Manages customer escalations appropriately with internal business area or support team with agreed actions and through to a timely resolution. Proactively contributes to and maintains the business management system that captures current best practice, measures effectiveness and supports continuous improvement.
Reporting: Delivers SLA reports according to contract for purchased services. Establishes key metrics to use as the basis for tracking the progress of work effort. Ensures compliance with agreed communication networks between senior customer stakeholders (e.g. the steering committee) to ensure effective communications and status at appropriate levels throughout the work effort.
Risk and Issue Management: Participates in or develops contingency plans and potential solutions to identified risks and issues.
Service Request Management: Shares and implements customer support best practices along with the global Customer Support organisation. Follows up the Service Request Management process metrics and results. Ensures that required actions are taken based on metrics results. Effectively communicates with customers and / or other required internal and external stakeholders to ensure that customer service requests are solved and closed professionally.
Customer Relationship Management: 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. Uses techniques that persuade, convince or gain the commitment of others to accept a point of view, commit to an idea. Comfortable managing regular meetings presenting business, technical concepts or solutions. Understands how to plan and adjust the approach depending on the audience.
Change Leadership: Understands change management methodologies and shows awareness of the tools and processes required to achieve successful change. Participates in the change management and assimilation process. Observes and describes the impact of business change on the work practices of affected user group(s).
Business Development: Supports events or other marketing opportunities to connect with target businesses. Identifies potential new business opportunities and directs them to appropriate teams.
Personal Development: Takes responsibility for managing own career. Seeks feedback from others to promote own development.
Developing Others: Actively invests time in the
professional development of others within the team and provides feedback
to others in order to facilitate an improvement in their performance
Required competencies and experience:
Broad experience in a customer facing, service oriented role within an ICT environment
Experience of working in a global matrix organization with geographically distributed teams is an advantage
Can confidently interact with customers and partners at all levels, identify sales opportunities and influence customer buying decisions. Shows awareness of the value of developing contacts as a way of identifying potential business leads
Understanding and capability to deal with a business situation (risks and opportunities) in a manner that is likely to lead to a good outcome.
Experience of acting as the Single Point of Contact and escalation management point for external contacts.
Experience of working with support management systems such as ITSM, ServiceNow
Ability to work with data and reporting tools to obtain, understand and use insights to satisfy operational, commercial or improvement needs.
Compliance and IT Security awareness and understanding of Security protocols
Experience in Continuous business improvement and value creation for the customer
Strong written and verbal communication skills in English.
Self-driven and target orientated
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