Job Summary & Responsibilities
Primarily, the role entails managing Basware's communication channels with customers and analyzing the information received from different channels to find actions for improving customer experience.
Majorly, you'd be focused on the following areas:
Create/update/analyze operational reports for internal stakeholders
Perform predictive analysis based on the reports to help in identifying Action Items leading to better customer experience
Maturity Analysis for Operations.
This is a yearly activity where Basware works with customers to benchmark their maturity and service adoption to give insights into what actions they should take in relation to process, technology, policies and people enablement.
Coordinate sending the Maturity Survey to the agreed participants with the Success Manager in order to capture the relevant data
Review data, benchmarked against the previous year
Create initial analysis on the information received
Customer Experience Insights.
Skills & Competencies
As an effective Customer Success Coordinator, you should have a good understanding on different customer engagement models (like LAER) with expertise on being able to create predictive analysis leading to key takeaways for Business Improvement.
Alongside we expect you to be well versed with following tools & technologies:
In addition, any knowledge of the following will be a plus point:
Hubspot, Dynamics CRM
Education & Experience
Technical Bachelor’s or Master’s degree required
ITIL Foundation an advantage
3 - 4 years of experience in ITES industry with focus on a similar profile
Good experience of working directly with customer experience surveys/reports/analysis therefrom
Able to build productive relationships and communicate regularly with required teams in a professional manner
Good written and spoken English with added advantage for knowledge of European languages.
Open to work in US shifts
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.
As the global leader in providing purchase-to-pay and e-invoicing solutions in the world of commerce, Basware empowers companies to unlock value across their financial operations. With Basware, businesses can simplify and streamline key financial processes to strengthen control, reduce costs and boost cash flows, while creating value for their buyers and suppliers and completely new ways of buying and selling.
The largest open commerce network in the world, Basware Commerce Network connects over 1 million companies across over 100 countries. With Basware, businesses can escape the complexity of manual financial systems and unlock the value in a connected business world. Together we’re releasing a new wave of economic value and potential, one e-invoice, one automated financial process at a time.
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.
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