Job Description

Customer Support is made up of 200+ experts globally, providing professional, efficient, and effective technical support to Basware customers and partners in a manner that further enhances customer experience, satisfaction, and loyalty. We work to resolve customer cases and incidents to enable our customers to use Basware products and services efficiently and enable them to run their business seamlessly.

The Support Account Manager (SAM) is a key role in our support offerings, serving as the primary point of contact for designated customers. The SAM is responsible for overseeing the customer’s support experience, ensuring timely case resolution, and proactively managing escalations. The SAM will actively work on resolving technical issues through the support cases raised while maintaining a strategic view of the customer’s support activities and closely working with the CSM and Sales representatives.

Key Responsibilities:

Case Management & Resolution

• Take ownership of customer cases and drive them to resolution, either independently or by collaborating with internal support teams
• Ensure cases are prioritized appropriately based on impact and urgency
• Maintain an up-to-date overview of all open cases for assigned customers, proactively addressing delays or roadblocks

Customer Engagement & Relationship Management

• Serve as the primary point of contact for customer support needs, building strong relationships with key stakeholders
• Regularly communicate with customers regarding case status, resolution progress, and action plans
• Schedule and lead case review meetings per the support plans, with customers to provide status updates on open tickets, and discuss trends or recurring issues

Escalation Management

• Act as an escalation point for critical issues, ensuring that urgent cases receive the appropriate attention from internal support teams
• Proactively engage with customers to prevent escalations by identifying potential challenges early and addressing them
• Work closely with internal support leadership to ensure swift resolution of high-priority cases

Proactive Support & Continuous Improvement

• Set up the monitoring service focusing on the type of key operational activities/transactions the customer is keen for us to proactively monitor
• Analyze support trends for assigned customers and provide recommendations for process improvements or proactive measures to prevent recurring issues
• Identify opportunities to improve product adoption and overall customer experience through targeted guidance and best practices
• Work closely with product and engineering teams to relay customer feedback and influence product development

Documentation & Reporting

• Maintain detailed records of customer interactions, escalations, and case resolutions
• Generate regular reports on case status, resolution times, and key performance indicators for both customers and internal teams; leveraging ServiceNow dashboard
• Provide insights and recommendations based on case data to enhance support operations
• Document all the above as part of the monthly/By-monthly review in a presentation that will be shared with the customer after each meeting

Key Qualifications & Skills:

• Strong technical troubleshooting skills and the ability to resolve customer issues effectively
• Excellent communication and relationship-building skills, with a customer-centric mindset
• Experience in case management, escalation handling, and technical support
• Ability to work collaboratively across multiple teams, including Support, CSM, Sales, Products, and Engineering
• Strong organizational skills with the ability to manage multiple cases and priorities simultaneously
• Ability to multi-task and manage multiple customers at a time throughout the day, with a focus on resolving high priority issues
• Identify gaps and provide recommendations on existing monitoring to mitigate risks
• Collaborate with other regional SAMs to standardize best practices across regions and manage global accounts seamlessly

Eligibility requirements:

• Senior profile with technical background, must be able to explain technical issues in an understandable language to the customer
• Location: Iasi, Romania (hybrid model)
• Proficient level of English and French
• Ideally a mix between CSM & expertise in Customer Support

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.