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Customer Success Associate
1 week ago
- Engage proactively with customers using the engagement model based on customer segment
- Understand and document customer's business flow for large customers and in-depth understanding of use-cases
- Have extensive product knowledge of all product lines. Ability to showcase product demo and work out solutions for business use cases using best product-fit
- Align with key customer stakeholders to establish a stronger customer relationship management program through stakeholder mapping
- Evaluate how customers manage their Freshworks product suite investment and identify efficiency and effectiveness gains in processes and tools
- Promote awareness of the latest innovations Freshworks is releasing including products and features in the pipeline
- Collaborate with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing, support, etc.) to ensure customer's issues and solutions are addressed
- Work with Program Manager (Customer Success) to derive data-driven insights and intelligence to run focused and result-oriented customer engagement programs. Understanding of SaaS metrics
- Own two key metrics - Increase Product-Adoption and Customer Retention
- Utilize customer management tool Natero (Training provided to get familiar)
- Implement and support compliance to Freshworks compliance and information security processes
- Minimum 4 years of experience
- Proven track record of establishing themselves as a strategic trusted advisor to clients
- Ability to simplify complex client and vendor concepts for audiences with varying perception levels
- Strong written and verbal presentation/communication skills (ESSENTIAL)
- Self-starter who can take ownership of ongoing customer success for large and small clients
- Capability to report and share client's status on a timely/pre-defined interval
- Bachelor's Degree in Computer Science + Business Education preferred
- Must be open to night shifts (6PM-3AM or 5PM-2PM)
At Freshworks, we are fostering a diverse global workplace where individuals can realize their full potential, purpose, and passion regardless of their background, gender, race, sexual orientation, religion, or ethnicity. We are dedicated to providing equal opportunities for all, as we believe that workplace diversity leads to a more dynamic and enriching environment that propels the objectives of our employees, communities, and the business forward.
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