Lead Customer Success Strategist
il y a 3 semaines
Job Overview
As a Senior Customer Success Manager, you will be an integral part of the Basware Customer Success division, focusing on our high-priority accounts. The primary objective of the Customer Success role is to deliver services that assist Basware clients in adopting, optimizing, and maximizing the advantages of their Basware solutions and services.
This hybrid role requires collaboration with designated VIP clients across various industries, typically on a global scale, ensuring they derive the utmost business value from their investment in Basware.
We seek an individual with a strong commitment to driving adoption, enhancing customer retention, and ensuring customer satisfaction. You should be adept at coordinating across Basware to execute success and improvement initiatives. Comfort in engaging with all levels of customer contacts, from accounts payable teams to executive leadership, is essential.
Key Responsibilities:
Formulate and execute customer success strategies
Develop, maintain, and implement actionable customer success plans throughout the customer lifecycle. Continuously assess, measure, guide, and align both customer stakeholders and Basware teams to ensure tangible business outcomes are realized and can serve as references.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, to influence decisions.Ensure effective onboarding and utilization of Basware solutions
Offer guidance and direction to Basware and customer implementation teams to ensure agreed-upon business outcomes are achieved and mitigation strategies are employed when necessary. Create, implement, and evaluate user and supplier adoption strategies linked to customer business objectives. Actively monitor adoption metrics to identify and pursue new opportunities. Collaborate with customers and internal teams, including product owners, to enhance solutions and services to meet adoption goals. Identify opportunities for customers to benefit from additional Basware products. Collaborate with sales teams to communicate the value and facilitate the sale of supplementary products and services.Oversee operational activities to ensure success
Responsible for the successful execution of success and service improvement plans, working cross-functionally and occasionally leading virtual teams to deliver coordinated actions that optimize the customer experience. Provide services designed to enhance customer success, including workshops, coaching, and assessments of customer maturity across sourcing, procurement, and finance to identify opportunities.Contribute to the development of success services
Assist in refining existing methodologies or developing new frameworks and tools based on experience, research, and analysis.Collaborate with Basware Sales teams
Identify and create opportunities to expand the Basware pipeline. Manage accounts in terms of renewals and upsells, actively driving these initiatives.Skills & Qualifications
To excel in this role, you should possess 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, capable of working independently and collaboratively, solution-oriented, and focused on delivering value to customers.
Required Skills and Experience:
Over 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. Experience working with global clients with local headquarters and other European locations 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 results-oriented. Excellent presentation skills with the ability to convey solutions in straightforward business terms. Capability to manage challenging situations and escalations with customers. Bachelor's or Master's degree is required.-
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