Senior Customer Success Manager

Join Our Team as a Senior Customer Success Manager - Dedicated to VIP Accounts!

Are you passionate about driving customer success and satisfaction? Do you thrive in dynamic environments where you can make a real impact? If so, we have the perfect opportunity for you!

As a Senior Customer Success Manager, you will be part of the Basware Customer Success organization focused on our VIP accounts. The role of Customer Success is to provide services that help Basware customers adopt, optimize, and accelerate the benefits of their Basware solutions and services.

This hybrid position is to join our team from our Espoo location and will involve you working with named VIP customers, from multiple sectors and typically on a global scale, to ensure they are getting the most business value out of their investment in Basware.

The person we are looking for will need to have a strong focus and passion for driving adoption, customer retention, customer satisfaction and be comfortable playing a leading role when coordinating across Basware to deliver on success and improvement plans. You will also be comfortable speaking with all customer contacts at all levels, from AP teams to the C suite.

Key job tasks & responsibilities:

Develop and implement strategies for customer success

• Create, maintain, and implement achievable customer success plans at any stage of the customer lifecycle. Continuously monitor, measure, guide and align both customer stakeholders and others within Basware to ensure tangible business outcomes are achieved and can be a reference

Act confidently as a networked purchase-to-pay practitioner and trusted advisor

• Be able to continuously collect and provide both customers and others within Basware valuable guidance on best practice, industry trends and relevant benchmarks. Develop trusted relationships, including at the c-level, and engage to influence.

Ensure successful ramp-up and adoption of Basware solutions and services

• Provide guidance and steering decisions to the Basware and Customer implementation teams to ensure agreed upon business outcomes are met and/or mitigation strategies are activated.
• Create, implement, and measure user and supplier adoption strategies linked to customer’s business outcomes. Actively measure adoption to identify and pursue opportunities. Work with customers and across internal teams, including product owners, to improve solutions and services and meet adoption objectives.
• Ability to identify opportunities where the customer would benefit from the use of additional Basware products. Work with the Sales teams in positioning the value and closing the sale of add on products and services

Manage operational activities to ensure success

• Accountable for the successful delivery of success and service improvement plans, working both cross-functionally and at times leading virtual teams to deliver agreed actions in a coordinated manner and to optimize the customer experience.
• Deliver services designed to drive customer success, including workshops, coaching, and profiling customer’s maturity across sourcing, procurement, and finance to identify opportunities.

Deliver and support the development of success services

• Contribute to refining existing or develop new methodology, frameworks, and tools based on experience, research, and analysis.

Cross collaborates with the Basware Sales teams

• Identify and create opportunities to grow the Basware pipeline
• Own the account in terms of renewals and upsells and actively drive these

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The Basware Customer Success team is a global organization ensuring high-quality delivery and customer experience. Our Customer Success team works closely with our customers creating joint success plans, offering practical guidance to help customers achieve their goals, and allowing them to drive their business outcomes.

The team helps to demonstrate the return on investment and acts as a trusted advisor. It's not simply about making the customers content with our products or services, it's about ensuring they are delighted and getting the most out of what we offer.

The Customer Success team monitors adoption and health and focuses on helping customers use our products and services effectively. This approach is essential for retaining customers, increasing the value they get over time, and expanding their usage of our solutions. In a nutshell our Customer Success team ensures a healthy and mutually beneficial customer relationship.

To thrive and succeed in this role, you will have significant experience in a customer facing, service-oriented role within a SAAS 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:

• Experience in a Senior Success Manager role with demonstrated ability in driving software adoption and increasing revenue.
• 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 working with global customers with local head offices and other European countries where Basware is located
• Demonstrated ability to drive and close up-selling opportunities with the customer base
• Experience of working in a global matrix organization with geographically distributed teams
• Compliance and IT Security awareness and good understanding of Security protocols
• Strong written and verbal communication skills in English and Finnish (Swedish optional)
• Self-driven and target oriented
• Excellent presentation skills with a capability of leveraging business terms to relay solutions simply.
• Ability to manage difficult situations and escalations with customers
• Bachelor's or Master's degree required