Senior Manager, Professional Services

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.