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SalaryCompany Description
About Freshworks
Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).
Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.
Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).
Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.
While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation. Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com.
At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose and passion, irrespective of their background, gender, race, sexual orientation, religion or ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, our communities and our business.
Job Description
Responsibilities:
The Customer Success Manager will proactively engage with customers to provide strategic and tactical guidance to them in order to increase the value they acquire from Freshworks suite of products.
Major Responsibilities
· Engage proactively with customers using the engagement model (based on customer segment) laid out
· Understand and document customer’s business flow (for large customers) and deep understanding of use-cases
· Have deep product knowledge of all product lines. Ability to showcase product demo + work out solutions for business use cases using best product-fit (including outsourced/marketplace and partner apps where required)
· Aligning with key customer stakeholders to establish a stronger customer relationship management program (stakeholder mapping)
· Evaluate how customers manage their Freshworks product suite investment & identify efficiency and effectiveness gains (process & tools)
· Promote awareness of the latest innovations Freshworks is releasing (products/features
in pipeline)
· Work with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing, support etc.) to ensure customer’s issues/solutions are addressed
· Work with Program Manager (Customer Success) to derive data driven insights/intelligence to run focused and result-oriented customer engagement programs.
· Own two key metrics (Increase Product-Adoption & Customer Retention)
· Use customer management tool (Freshsuccess) (Training will be provided to get familiar)
· Implement and support compliance to Freshworks compliance and information security processes.
· Write and present Business reviews to customers of all levels (from Operations lead to CEO).
Qualifications
· Minimum 5 -9 years of experience into Customer Success, Retention, Growth & Advocacy
· Proven track record of establishing themselves as a strategic trusted advisor to clients
· Previous experience in Customer Success role in SaaS industry (Preferable)
· Must be able to take complex client and vendor concepts and articulate them to an audience of varying perception levels
· Very strong written and verbal presentation/communication skills (ESSENTIAL)
· General understanding of corporate/business structures and expectations
· Self-starter who can own ongoing Customer Success of both large and small clients
· Ability to report and share client’s status on a timely/pre-defined interval
· Bachelor's Degree in Computer Science + Business Education preferred
Additional Information
At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.
