Customer Success Manager

1 week ago


Chandigarh, Chandigarh, India Basware Full time

Job Title: Customer Success Manager

Job Summary:

The Basware Customer Success team is a global organization dedicated to delivering high-quality customer experiences. As a Customer Success Manager, you will work closely with our customers to create joint success plans, provide practical guidance, and help them achieve their business outcomes.

Key Responsibilities:

  1. Develop and implement strategies for customer success, including creating and maintaining customer success plans with objectives and tasks.
  2. Ensure successful ramp-up of Basware solutions and services, providing guidance and steering decisions to implementation teams.
  3. Ensure successful and high adoption of Basware solutions and services, creating and implementing user and adoption strategies linked to customer business outcomes.
  4. Manage customer health, monitoring and improving customer health and parameters impacting it.
  5. Account manage and grow existing accounts by upselling or cross-selling additional products or services.
  6. Work to ensure customer satisfaction and engagement to facilitate contract renewals and prevent/mitigate customer churn.

Requirements:

  • 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 adoption.
  • Solution-oriented mindset, looking for opportunities to improve and enable solutions needed by utilizing the network.
  • Experience of 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 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.

Education: Bachelor's or Master's degree required.



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