Manager, Customer Success Services

We are looking for a Manager, Customer Success Services to join our team based in Chatswood, Sydney.

As Manager, Customer Success Services you will lead an experienced team of Customer Service Managers (Success Services) and Support Consultants, based locally and overseas, in supporting our customers to adopt, optimise and accelerate the benefits of Basware solutions and services.

Success Services forms part of APAC Professional Services. You will join the leadership team and play an integral part in the successful collaboration between local and global internal stakeholders

About the function
Professional Services , made up of Project Managers, Solution Architects, Solution and Technical Consultants, and Success Services professionals, deliver customer implementation projects and provide continuous services that empower Basware customers to adopt, optimize and accelerate the benefits of their Basware solutions and services. We are a global organization with 360+ professionals ensuring high-quality delivery and customer experience.

About the role
Reporting to the Director, Professional Services, the successful candidate will empower and develop their team to be trusted partners for our customers, across a variety of industries. The team will enable customers to maximize the benefits of using Basware Solutions, drive the optimised adoption and support of our solutions and promote continuous consulting at scale.

Responsibilities:

• Provide leadership to the Customer Service Management (Customer Success) teams with a focus on delivery, coaching, and team development.
• Proactively seek continuous improvement and liaise with the global Centre of Excellence
• Drive and optimize the successful adoption of Basware solutions by customers
• Manage and grow the delivery of service change requests and continuous consulting at scale thereby driving sales and profitability for the APAC region.
• Drive revenue streams, growth, and profitability
• Contribute to resolving customer escalations across teams and identifies areas of improvement, proposing corrective action
• Responsible for activities related to the employee lifecycle, including recruitment, goal setting, performance and development discussions, and retention
• Present business and technical concepts and solutions to customers and coach teams to do similar

SKILLS & REQUIREMENTS

Work Experience & Education

• Broad experience in a customer-facing, service-oriented role within an ICT environment
• Experience in continuous business improvement and value creation for the customer, through driving and optimizing the adoption
• Experience in leading an experienced technical team either in a managerial role or as a senior expert coaching others
• General working knowledge of Source-to-Pay or financial supply chain processes and concepts is an advantage.
• Experience working in a global matrix organization with geographically distributed teams would be an advantage
• Bachelor’s degree in Information Technology/ Business or similar

Skills

• Proven customer relationship management and building skills
• Strong planning and organizational skills and ability to achieve defined objectives and results with minimal guidance
• Forward-looking mindset, strong leadership skills, and the courage to foster an innovative culture within your team.
• Ability to build strong relationships with internal stakeholders and drive cross-functional actions forward
• Self-motivated team player with a proactive mindset

We are proud of our culture and the sense of belonging and inclusiveness that our team members find here.

If you are interested in joining a high-performing team that values trust, expertise, and accountability, we would like to hear from you.