Manager, Professional Services

Basware’s Professional Services Team is responsible for the implementation of customer requirements using Basware software solutions and services. With a target to serve customers beyond expectations, the team is constantly working and innovating to deliver S2P solutions. The team is working and continuously improving the customer experience by providing optimized solutions to meet the customer requirements.

Key role responsibilities

The Professional Services Team is seeking a proactive and results-oriented Manager to lead a team of solution consultants. Reporting to the Director of Professional Services, the Manager will play a pivotal role in expanding and guiding our team to deliver world-class consulting services to Basware customers. This role requires a strong commitment to demonstrating and driving Basware values while fostering excellent cross-functional relationships to ensure optimal service delivery and identify opportunities for improvements. The Manager will be instrumental in driving customer success alongside their team and ensuring alignment with global guiding principles in all operational aspects. Your responsibilities include:

Leading the Business:

• Strategy and operational plan: Communicates function and team goals and objectives to own team members. Together with team members set individual performance objectives to be achieved to drive the team/group goals.
• Change Leadership: Communicates change activities to own team members. Supports the implementation of change initiatives by making sure the change plan is executed by its team.
• Customer Experience: Drives own team to deliver exceptional customer experiences, highlights and celebrates cases of outstanding customer delivery.
• Innovation: Plans and develops initiatives for continuous improvement within own team and adjacent teams.
• Depending on the business requirements, might perform individual contributor’s tasks and activities in addition to people management duties.

Leading the Team:

• Managing the Team: Responsible for activities related to the employee life cycle, including resource planning, recruitment, goal setting, performance, and development discussions according to the people clock, retention, and exit. Completes required approvals according to people processes and policies.
• Providing Clarity and Driving for Results: Guides the work and/or projects of own team members. Holds regular discussions with team members to give feedback and review progress, creating clarity and focus.
• Coaching and Developing: Support the personal development and well-being of team members while providing coaching and mentorship to help team members achieve their goals.
• Building a High Performing Team and Culture: Recognizes and celebrates success in own team. Proactively manages undesirable behavior when it occurs. Demonstrates Basware values (We Drive Customer Value, We are Bold, and We take ownership) and ensures they are lived by daily inside own team. Acts according to the Basware leadership model by building a high-performing team and a culture of empowerment, trust, and delegation with accountability, inspiring, coaching, and developing own team members. Collects and acts on feedback to continuously raise the engagement level in the team and sub-teams (when appropriate).

Skills and Requirements

To thrive and succeed in this role, we expect you to have the following skills:

• Minimum 5 years of experience in a managerial role, preferably within a Professional Services or similar environment.
• Demonstrated ability to lead teams to achieve business objectives and deliver exceptional customer experiences. Candidates should showcase a collaborative approach to problem-solving and be comfortable working with business leaders/owners to gain buy-in.
• Outstanding interpersonal, presentation, verbal, and written communication skills

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  are essential for success in this role.
• Strong understanding of change management principles and experience leading teams through change. This includes effectively communicating change activities and supporting the team through transitions.
• Ability to coach, mentor, and develop team members is crucial. Candidates should demonstrate a commitment to the professional development and growth of their team members.
• Demonstrated ability to build and maintain a high-performing team and culture; this includes fostering an environment of collaboration, trust, and accountability while ensuring well-being.
• Strong customer management skills, including the ability to influence clients’ choices and ensure exceptional customer experiences.
• Flexibility to work outside of regular business hours when necessary to accommodate the needs of the team and clients for addressing urgent matters.

It will be valuable if you also possess:

· Understanding of P2P and/or financial business processes and Basware product knowledge.

Education

· Master’s degree in business administration/management/computer science or equivalent.