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based on 91 Reviews

3 Basware Jobs

Customer Success Manager

Basware India Pvt Ltd

based on 91 Reviews

3-8 years

Chandigarh

1 vacancy

Customer Success Manager

Basware

posted 5mon ago

Flexible timing

Key skills for the job

+ 2 more

Accountable for the customer succeeding with their business outcomes by using and successfully adopting Basware solutions and services
Assumes responsibility for nurturing the customer relationship in all success or service-related aspects, but above all, as a trusted advisor
Has a strong focus on driving adoption, customer retention, renewals, and customer health
Assumes a leading role when coordinating across Basware, utilizing the internal network to deliver on success plans
Has a responsibility to develop and share best practices within the organization and contribute to the development of services related to Customer Success

Responsibilities:

Develop and implement strategies for customer success

Create, maintain, and implement achievable customer success plans with objectives and tasks to execute the right actions.
Plan maturity benchmarking and use insights to input to the success plans. Continuously monitor, measure, guide and align both customers and others within Basware to ensure tangible business outcomes are achieved and can be referenced.
Use Customer 360 data, Calls to action, playbooks, and customer health data insights as inputs to the plan.

Ensure successful ramp-up 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. This includes the initial delivery through to expansion and change requests.

Ensure successful and high adoption of Basware solutions and services

Create, implement, and measure user and adoption strategies linked to customer s business outcomes. Actively measure adoption to identify and pursue opportunities. Work with customers and across internal teams, including product owners, to improve solution and services and meet adoption objectives.

Manage customer health

Full responsibility for monitoring and improving customer health and the parameters impacting it. Understands all areas impacting the customer health scorecard and is able to also to propose changes, when needed. Use CTA s and Playbooks to action items to improve Customer health. Use reporting and dashboards to analyze trends and provide insights to your customers.

Account Management :

Full responsibility for managing and growing existing accounts by upselling or cross-selling additional products or services.

Renewal and Retention :

Working to ensure customer satisfaction and engagement to facilitate contract renewals and prevent/mitigate customer churn.

Experience:

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 the adoption. Ability to drive business outcomes.