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Senior Customer Service Manager

  • Application Deadline: Jan. 31, 2022
  • London
  • Application Deadline: Jan. 31, 2022
  • London

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.


The Senior Customer Service Manager is 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. The Senior Customer Service Manager will be responsible for smooth operations, continuous business improvement and value creation for the customer whilst working together with other internal stakeholders. On the customer side your contacts will vary from accounts payable team leads and key users to Finance Manager and CFOs. You are comfortable speaking with all customer contacts at these levels, from AP teams to the C suite.

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.
  • Service Request Management: 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.
  • Account Management: 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. Understands the value of effective customer communication and is comfortable using influence and negotiation during escalations to ensure requests are resolved and closed professionally. 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.
  • Customer Relationship Management: 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. 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 (includes communication and training). 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 to facilitate an improvement in their performance.

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 thrive and succeed in this role, you will have significant experience in a customer facing, service-oriented role within an ICT environment. Experience in Finance, procure-to-pay software systems and/or enterprise software applications, will be beneficial.

This is a fast paced and dynamic environment. We value employees who are confident, work well independently and in teams, are solution focused and for who adding value for the customer is a key focus area.

Required competencies and experience:

  • Strong and proven customer relationship management or success management experience including face to face experience with external customers and C level contacts.
  • Experience in Continuous business improvement and value creation for the customer, through driving and optimizing the adoption. Ability to drive business outcomes discussions and lead the customers
  • Experience of working in a global matrix organization with geographically distributed teams
  • Compliance and IT Security awareness and good understanding of Security protocols
  • Self-driven and target orientated
  • Excellent presentation skills with a capability of leveraging business terms to relay solutions simply.
  • Ability to manage difficult situations and escalations with customers
  • Familiarization with procurement and/or finance processes is a plus

Key attributes:

  • Outstanding relationship building skills
  • Strong planning and organizational skills
  • 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
  • Alignment with Basware’s values: Lead the Way, Drive Customer Success, Strive for Excellence and Inspire and be Inspired


  • Bachelor’s or Master’s degree required.

Great Place to Work

  • We embrace a growth mindset.

  • We empower through accountability.

  • We dare to try.

  • We value every individual.

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

David Hooper | Contact Person

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