Specialist - Customer Success (mid Tier)

Specialist - Customer Success (Mid Tier)

Customer Success 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.

Role Requirement:

Engage proactively with customers using the engagement model (based on customer segment) laid out (Experience in the enterprise segment is a plus)

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

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 Managers 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 tools

Implement and support Freshworks compliance and information security processes

In-office role based on allotted shift

Qualifications:

4-6 years of experience preferably in SaaS Customer Success

Proven track record of establishing themselves as a strategic trusted advisor to clients

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)

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

Minimum Graduation / Bachelor's Degree is mandatory

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.