Senior Manager, Professional Services

Basware; Paris; Sur place; EUR 90 000 - 120 000; Plein temps

Résumé du poste

Basware is seeking a Senior Professional Services Manager in France to lead a small team and own end-to-end customer outcomes across a defined portfolio.

You will coordinate Project Managers, Solution Architects and delivery partners, drive on-time, on-budget delivery, manage risks, and serve as the senior escalation point for customers. You will foster a culture of excellence, coach the team, and align delivery with Basware's strategic goals.

Qualifications

• Proven experience as a people manager overseeing full employee lifecycle.
• Experience leading change in project and line organizations.
• Strong track record in customer relationship management across enterprise accounts.
• Background in professional services, SaaS implementation, or complex B2B delivery.
• Knowledge of the French employment framework and HR practices.
• Fluent in French and English; additional European languages a plus.
• Based in France with willingness to travel to customer sites.

Responsabilités

• Owns the customer relationship and delivery outcomes for a defined portfolio.
• Coordinate Project Managers, Solution Architects, Solution Consultants and delivery partners to meet scope, time, budget and quality.
• Act as the senior escalation point for customers and drive resolution of delivery risks.
• Monitor portfolio health and report to leadership on delivery status and customer satisfaction.
• Oversee full employee lifecycle for direct reports: planning, recruitment, onboarding, goals, performance, retention, offboarding.

Connaissances

People management

Change management

Customer relationship management

SaaS implementation

B2B project delivery

French employment framework

Fluent in French and English

Travel readiness

Description du poste

Professional Services brings together Project Managers, Solution Architects, and Solution Consultants who deliver implementation projects and continuous optimization services for Basware customers. We work directly with customers and through a growing network of implementation partners, matching each engagement to the right delivery model. Our methodology is built on years of implementation experience, so every project runs on time, on budget, and to a standard customers can rely on.

The role:

Acts as a first-line manager for a small Professional Services team in France, while separately holding end-to-end accountability for customer outcomes across a defined portfolio of accounts. Acting as the most senior Professional Services professional in France and represents the leadership towards the Professional Services team in France. Coordinates Basware's wider Professional Services resources - including team members and, where relevant, delivery partners outside their own reporting line - to make sure implementation and continuous optimization engagements are delivered to the standard customers expect. Builds a high-performing culture within their own team and acts as the senior point of accountability for their customer portfolio.

Leading customer delivery

• Owns the customer relationship and overall delivery outcome for a defined portfolio of accounts.
• Coordinates Project Managers, Solution Architects, Solution Consultants and, in line with Customer First, Partner Enabled strategy, delivery partners across the wider Professional Services organization to keep portfolio engagements on track for scope, time, budget and quality.
• Acts as the senior escalation point for customers in the portfolio and drives resolution of delivery risks.
• Monitors portfolio health - delivery status, customer satisfaction, commercial signals - and reports proactively to leadership.
• Highlights and celebrates outstanding delivery outcomes within the portfolio and the wider organization.

Leading the team

• As first-line manager of a small team, owns the full employee lifecycle for direct reports: resource planning, recruitment, onboarding, goal setting, performance and development discussions per the people clock, retention actions, and offboarding/exit processes.
• Guides the work of team members and holds regular progress and feedback discussions, creating clarity and focus - even where the team's day-to-day delivery work sits outside the manager's own customer portfolio.
• Supports team members' personal development and wellbeing; coaches and mentors.
• Recognizes success, proactively addresses undesirable behavior, and role models Basware's values.

Leading the business

• Communicates strategy and team goals; sets individual performance objectives aligned to team and portfolio goals.

SKILLS AND CANDIDATE QUALIFICATIONS:

• Proven experience as a people manager owning the full employee lifecycle - recruitment, onboarding, goal setting, performance management, and offboarding/exit processes - ideally within a professional services or similarly project-driven organization in the constantly changing environment
• Experience in leading change successfully both in project and line organization environments
• Strong, demonstrable track record in customer relationship management, with accountability for delivery outcomes across a portfolio of enterprise accounts, including proactive escalation management.
• Background in professional services, SaaS implementation, or complex B2B project delivery preferred.
• Sound understanding of the French employment framework and local HR practices.
• Fluent in French and English (business level); additional European languages an advantage.
• Based in France, with willingness to travel to customer sites as required.

Awareness of artificial intelligence concepts, tools, or applications is considered a strong asset. We highly value candidates who demonstrate curiosity, a proactive mindset and a willingness to explore and incorporate AI-driven technologies into their work. We support continuous learning in this area.