Customer Success Manager

• Applications are considered on a rolling basis
• Düsseldorf
• Hybrid

Job Description

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 customers 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 customers 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