Lead Customer Success Strategist

il y a 3 semaines

Paris, Île-de-France Basware Temps plein

As a Lead Customer Success Strategist , you will be an integral part of the Basware Customer Success team, concentrating on our most valued accounts. The Customer Success function is dedicated to delivering services that assist Basware clients in embracing, optimizing, and accelerating the advantages of their Basware solutions and services.

This hybrid role is designed for professionals operating from our Paris or Amsterdam locations, engaging with designated VIP clients across various sectors, typically on a global scale, to ensure they derive maximum business value from their investment in Basware.

The ideal candidate will possess a strong commitment and enthusiasm for fostering adoption, enhancing customer retention, ensuring customer satisfaction, and will be adept at leading cross-functional efforts within Basware to execute success and improvement initiatives. You will be comfortable engaging with all levels of customer contacts, from accounts payable teams to executive leadership.

Key Responsibilities:

  1. Formulate and execute customer success strategies
    • Develop, maintain, and implement actionable customer success plans at any phase of the customer lifecycle. Continuously assess, measure, guide, and align both customer stakeholders and internal Basware teams to guarantee tangible business outcomes are achieved and can serve as a reference.
  2. Act as a trusted advisor and expert in purchase-to-pay processes
    • Continuously gather and provide valuable insights to both customers and Basware teams regarding best practices, industry trends, and relevant benchmarks. Cultivate trusted relationships, including at the executive level, and engage to influence decisions.
  3. Ensure effective onboarding and utilization of Basware solutions and services
    • Offer guidance and strategic direction to Basware and customer implementation teams to ensure that agreed business outcomes are met and/or mitigation strategies are initiated.
    • Develop, implement, and assess user and supplier adoption strategies linked to customer business outcomes. Actively track adoption metrics to identify and pursue opportunities. Collaborate with customers and internal teams, including product owners, to enhance solutions and services and meet adoption goals.
    • Identify opportunities where customers could benefit from additional Basware products. Collaborate with Sales teams to communicate the value and facilitate the sale of supplementary products and services.
  4. Oversee operational activities to ensure success
    • Responsible for the successful execution of success and service improvement plans, working cross-functionally and at times leading virtual teams to deliver agreed actions in a coordinated manner to enhance the customer experience.
    • Provide services aimed at driving customer success, including workshops, coaching, and assessing customer maturity across sourcing, procurement, and finance to identify opportunities.
  5. Contribute to the development of success services
    • Participate in refining existing methodologies or developing new frameworks and tools based on experience, research, and analysis.
  6. Collaborate with Basware Sales teams
    • Identify and create opportunities to expand the Basware pipeline.
    • Manage account renewals and upsells actively.
Skills & Qualifications

To excel in this role, you will have substantial experience in a customer-facing, service-oriented position within a SaaS environment. Familiarity with finance, procure-to-pay software systems, and/or enterprise software applications will be advantageous.

This is a dynamic and fast-paced environment. We value individuals who are confident, work effectively both independently and collaboratively, are solution-oriented, and prioritize delivering value to the customer.

Required competencies and experience:

  • 5+ years of experience in a Senior Success Manager role with a proven track record in driving software adoption and increasing revenue.
  • Experience in continuous business improvement and value creation for customers through driving and optimizing adoption. Ability to lead discussions focused on business outcomes with customers.
  • Experience working with global clients with local headquarters and other European countries where Basware operates.
  • Proven ability to drive and close upselling opportunities within the customer base.
  • Experience in a global matrix organization with geographically dispersed teams.
  • Awareness of compliance and IT security with a solid understanding of security protocols.
  • Strong written and verbal communication skills in English and French .
  • Self-motivated and target-driven.
  • Excellent presentation skills with the ability to convey solutions in simple business terms.
  • Ability to manage challenging situations and escalations with customers.
  • Bachelor's or Master's degree required.
About Basware

Basware empowers finance leaders in global enterprises to automate their complex, labor-intensive invoice processes while ensuring compliance with regulatory changes. Our Accounts Payable (AP) automation and invoicing platform enables companies to achieve unprecedented efficiency in a matter of months, reducing errors and risks. We offer a unique combination of true automation, comprehensive coverage, and deep expertise to ensure seamless operations for our customers. This is why over 700 global customers rely on Basware to manage more than 170 million invoices annually.

At Basware, you will join a team of innovators who are passionate about their work and enthusiastic about the industry we have pioneered. You will collaborate with highly motivated, capable, and friendly individuals who work together to deliver world-class solutions and services. A fundamental aspect of our culture is the high level of trust we place in our employees—we encourage everyone to make a difference, offering flexibility in how you work to support you in achieving your best results. We genuinely embody our values:

We Drive Customer Value , We Take Ownership , and We Are Bold in all our endeavors to make it all just happen for our customers.

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