Manager, Professional Services

Basware; Palwal; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Basware is seeking a committed Manager for Professional Services in Chandigarh, India. The role emphasizes exceptional customer experiences and strategic leadership within the Professional Services team. Responsibilities include managing a regional consulting team, driving operational excellence, and maintaining strong cross-functional collaboration. The ideal candidate has a minimum of 2 years in team management and a passion for integrating AI-driven technologies into customer solutions.

Qualifications

• Minimum 2 years of experience in team management within Professional Services or Customer Experience.
• Proven experience handling global customers and managing complex delivery environments.
• Strong strategic thinking and operational planning skills.

Responsibilities

• Lead and mentor a regional consulting team, fostering a culture of collaboration and high performance.
• Drive the team to deliver exceptional customer experiences.
• Implement quality gates and manage escalations effectively.

Skills

Team management

Customer experience

Strategic thinking

Change management

Process improvement

Job description

The Customer Experience is looking for an initiative‑taking and committed Manager, Professional Services to play a crucial part in ensuring our customers derive maximum value from our software solutions. The Professional Services Team at Basware is dedicated to building a global community of Accounts Payable (AP) best practice process implementation consultants. We are seeking a dynamic and strategic leader to spearhead this initiative at our Chandigarh office in India.

Key Responsibilities

Leading the Business

• Strategy and Operational Planning:
  • Communicate function and team goals and objectives clearly to team members.
  • Collaborate with team members to set individual performance objectives aligned with team and organisational goals.
• Change Leadership:
  • Effectively communicate change activities to team members.
  • Support implementation of change initiatives by ensuring execution of change plans within the team.
• Customer Experience:
  • Drive the team to deliver exceptional customer experiences.
  • Recognise and celebrate cases of outstanding customer delivery.

Operational Excellence

• Own delivery plan, staffing, utilisation, and weekly throughput versus go‑live waves.
• Implement quality gates, control rework, and manage escalations effectively (Escalation Management is a key responsibility).
• Interface with Basware and partners on dependencies and shared PM/SA effort boundaries.
• Establish and maintain global standards for Professional Services delivery.
• Develop and maintain best practice materials and methodologies for AP processes.
• Provide design and deployment support for global projects, ensuring consistency and quality.

Team Leadership

• Lead and mentor a regional consulting team, fostering a culture of collaboration and high performance.
• Drive hiring and onboarding cadence to build a strong team.
• Manage performance through regular feedback and development plans.
• Promote Basware values and ensure alignment with organisational principles in all aspects of operations.

Cross‑Functional Collaboration

• Build and maintain strong relationships across functions to ensure seamless service delivery.
• Identify and implement opportunities for process improvement and innovation.

Preferred Skills

• Minimum 2 years of experience in team management within Professional Services or Customer Experience.
• Proven experience handling global customers and managing complex delivery environments.
• Strong strategic thinking and operational planning skills.
• Excellent leadership and change management capabilities.
• Deep understanding of financial software solutions and AP processes.
• Passion for customer success and delivering exceptional experiences.
• Ability to foster collaboration and build strong cross‑functional relationships.
• Experience with AI tools, frameworks, 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 encourage growth in this area and provide opportunities for experimentation and learning.