Customer Success Specialist Manager

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. Its not simply about making the customers content with our products or services, its 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.

Accountable for the customer succeeding with their business outcomes by using and successfully adopting Basware solutions and services. Assumes responsibility for nurturing the customer relationship in all success or service-related aspects, but above all, as a trusted advisor. Has a strong focus on driving adoption, customer retention, renewals, and customer health. Assumes a leading role when coordinating across Basware, utilizing the internal network to deliver on success plans. Has a responsibility to develop and share best practices within the organization and contribute to the development of services related to Customer Success.

Responsibilities:

Develop and implement strategies for customer success

• Create, maintain, and implement achievable customer success plans with objectives and tasks to execute the right actions. Plan maturity benchmarking and use insights to inform the success plans. Continuously monitor, measure, guide, and align both customers and others within Basware to ensure tangible business outcomes are achieved and can be referenced. Use Customer 360 data, Calls to action, playbooks, and customer health data insights as inputs to the plan.
  
  

• 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. This includes the initial delivery through to expansion and change requests.
  
  

• Create, implement, and measure user and 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 solution and services and meet adoption objectives.
  
  

• Full responsibility for monitoring and improving customer health and the parameters impacting it. Understands all areas impacting the customer health scorecard and is able to also to propose changes, when needed. Use CTA’s and Playbooks to action items to improve Customer health. Use reporting and dashboards to analyze trends and provide insights to your customers.
  
  

• Full responsibility for managing and growing existing accounts by upselling or cross-selling additional products or services.
  
  

• Working to ensure customer satisfaction and engagement to facilitate contract renewals and prevent/mitigate customer churn.
  
  

• 3+ years of customer relationship management experience, including face-to-face experience with external customers.
• Experience in a customer management role within a SaaS and business environment, including focus on customer satisfaction and adoption.
• Experience in Continuous business improvement and value creation for the customer, through driving and optimizing the adoption. Ability to drive business outcomes.
• Solution-oriented mindset, looking for opportunities to improve and enable the solutions needed by utilizing the network.
• Experience working in a global matrix organization with geographically distributed teams.
• Good written, presentation, and verbal communication skills in English plus any specific local language needs.
• Self-driven and target-oriented.
• Can confidently engage with stakeholders at all levels, identify sales opportunities, and manage commercial conversations around renewals.
• Can coach and lead others in a way that motivates and promotes knowledge.
• Understand the customer needs and Basware solutions.
• Understand technology adoption from the user perspective.
• Industry knowledge and understanding of electronic invoicing and purchase-to-pay business processes.
• Use reporting and dashboards to analyze trends and provide insights to your customers.
• Comfortable to work in the US shift timings.