Lead Customer Success Manager

2 days ago

Sydney, New South Wales, Australia beBeeLeadership Full time $120,000 - $150,000

Job Opportunity: Lead Customer Success Manager

We are seeking an experienced leader to join our team in Sydney. As a lead customer success manager, you will oversee an accomplished team of customer service managers and support consultants in supporting our customers to adopt, optimize and accelerate the benefits of Basware solutions and services.

Customer success is part of APAC professional services. You will collaborate with local and global stakeholders to achieve successful outcomes.

About the Function

APAC professional services comprises project managers, solution architects, solution and technical consultants, and success services professionals who deliver customer implementation projects and provide continuous services empowering Basware customers to adopt, optimize and accelerate the benefits of their Basware solutions and services.

About the Role

  • Responsibilities:
    • Provide leadership to customer service management teams focusing on delivery, coaching, and team development.
    • Proactively seek continuous improvement and liaise with the global centre of excellence.
    • Drive and optimize the 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 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.

Requirements:

  • 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 advantageous.
  • Experience working in a global matrix organisation with geographically distributed teams would be advantageous.

Skills:

  • Proven customer relationship management and building skills.
  • Strong planning and organisational 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.

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