Customer Success Manager

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

This position, based in our Düsseldorf/Munich office, offers the opportunity to work with named strategic customers across multiple sectors, often on a global scale. Your role will be to ensure they maximise the business value 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 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 and own renewals

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

Skills & Requirements

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:

• 4+ years of experience in a Customer Success Manager role with demonstrated ability in driving value and increasing revenue.
• Experience in continuous business improvement and value creation for the customer, through driving and optimising 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
• Proven experience in negotiating upsell opportunities and leading renewal processes successfully.
• Experience of working in a global matrix organisation with geographically distributed teams
• Compliance and IT Security awareness and good understanding of Security protocols
• Full fluency in both English and German is required
• 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

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