Customer Service Manager in Chicago, IL

$100K - $150K(Ladders Estimates)

Basware   •  

Chicago, IL 60601

Industry: Information Technology


5 - 7 years

Posted 24 days ago

Job descriptionRole Summary:

The Customer Service Manager is responsible for managing Basware's key customers and works together with the customer to ensure they are getting the most business value out of their Basware solution and experience. The Customer Service Manager will be responsible for smooth operations, continuous business improvement and value creation for the customer whilst working together with other internal stakeholders. On the customer side your contacts will vary from procurement and accounts payable team leads and key users to Procurement and Finance Managers and CPOs and CFOs. You need to be comfortable communicating on all these levels.

Key Deliverables:

Presentation Development and Delivery: Presents business and technical concepts and solutions such that the concept/solution and impact are clearly understood by the customer.

Account Management: Works closely with the Account Manager in creating customer account plans. Identifies/qualifies sales opportunities and supports developing the account relationship.

Operational Management: Shares and implements best practices with customers and follows up on key metrics and results. Proactively contributes to and maintains the business management system that captures current best practice, measures effectiveness and supports continuous improvement.

Reporting: Delivers reports according to contract for purchased services. Establishes key metrics to use as the basis for tracking the progress of work effort. Ensures compliance with agreed communication networks between senior customer stakeholders (e.g. the steering committee) to ensure effective communications and status at appropriate levels throughout the work effort.

Risk and Issue Management: Participates in or develops contingency plans and potential solutions to identified risks and issues. Acts as customer advocate to ensure Service Request Management process metrics and results are benefiting the customer. Participates in the Service Request escalation path and effectively communicates with customers and / or other required internal and external stakeholders to ensure that customer service requests are solved and closed professionally.

Customer Relationship Management: Initiates and sustains a role as Trusted Advisor with strategic and operational customer stakeholders. Leads the process of identifying business challenges by using appropriate discovery questioning resulting in the creation of a joint plan with the customer. Comfortable managing regular meetings presenting business, technical concepts or solutions. Understands how to plan and adjust the approach depending on the audience.

Change Leadership: Participates in the change management and assimilation process (includes communication and training). Observes and describes the impact of business change on the work practices of affected user group(s).

Business Development: Supports events or other marketing opportunities to connect with target businesses. Identifies potential new business opportunities and directs them to appropriate teams.

Financial Management: Manages the cost elements of a budget or contract. Monitors spending against plan and takes action, as necessary, to stay within budget.

Personal Development: Takes responsibility for managing own career. Seeks feedback from others to promote own development.

Developing Others: Actively invests time in the professional development of others within the team and provides feedback to others in order to facilitate an improvement in their performance.

Qualifications and Experience:

  • 5 years of customer relationship management experience including face to face experience
  • Broad experience in a customer facing, service-oriented role within an ICT environment
  • Able to build productive relationships and communicate regularly with many customers
  • Experience in continuous business improvement and value creation for the customer, through driving and optimizing the adoption
  • Able to analyze and interpret data to understand trends and root causes and then formulate recommendations for improvement
  • Bachelor or Masters degree
  • Familiar with business processes related to procurement and accounts payable
  • Experience of working in a global matrix organisation with geographically distributed teams is an advantage
  • Experience of acting as the Single Point of Contact and escalation point for external contacts
  • Experience of working with support management systems such as ITSM, ServiceNow
  • Familiar with ERP systems, particularly SAP and Oracle

Key Attributes:

  • Outstanding relationship building skills
  • Strong planning and organisational skills
  • Strong analysis and problem-solving skills
  • Resourceful and able to find a path forward with minimal guidance whilst working within company processes
  • Self-motivated team player with a proactive mindset
  • Committed to meeting objectives, results driven
  • Alignment with Basware's values: Lead the Way, Drive Customer Success, Strive for Excellence and Inspire and be Inspired

Valid Through: 2019-10-17