Customer Success Associate

1 week ago


Chennai, Tamil Nadu, India Freshworks Full time

Company Description

About Freshworks

Freshworks makes it quick and easy for businesses to satisfy their customers and employees. We do this by adopting a fresh approach to constructing and delivering software that is cost-effective, fast to implement, and tailored for the end user. Based in San Mateo, California, Freshworks operates globally from 13 locations to cater to over 65,000 companies, ranging from startups to public firms, that depend on Freshworks software-as-a-service to enhance customer experience (CRM, CX) and employee experience (ITSM).

Freshworks' cloud-based software suite comprises Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our foundational platform of shared services.

Freshworks has been featured in global media outlets like CNBC, Forbes, Fortune, Bloomberg, and has been recognized as a top workplace in San Francisco and Denver for the past 3 years. Our products have received accolades such as TrustRadius Top Rated Software ratings and G2 Best of Awards for various categories.

Job Description

  • Engage proactively with customers according to the engagement model (based on customer segment) outlined
  • Understand and document the customer's business flow (for large customers) and develop a profound understanding of use-cases
  • Possess extensive product knowledge across all product lines. Capability to present product demos and devise solutions for business scenarios using the most suitable product alignment
  • Collaborate with key customer stakeholders to establish a more robust customer relationship management initiative (stakeholder mapping)
  • Assess how customers handle their Freshworks product suite investment and identify opportunities for efficiency and effectiveness enhancements (processes and tools)
  • Raise awareness about the latest innovations being introduced by Freshworks (products and features in the pipeline)
  • Collaborate with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing, support etc.) to ensure that customer issues and solutions are dealt with
  • Collaborate with the Program Manager (Customer Success) to derive data-driven insights/intelligence for executing focused and results-driven customer engagement initiatives. Familiarity with SaaS metrics and
  • Responsible for two key metrics (Enhancing Product-Adoption & Sustaining Customer Retention)
  • Utilize the customer management tool (Natero) (Training will be provided for familiarization)
  • Implement and maintain compliance with Freshworks' compliance and information security protocols

Qualifications

  • Minimum of 4 years of experience.
  • Demonstrated history of establishing themselves as a strategic trusted advisor to clients
  • Ability to simplify complex client and vendor concepts and explain them to an audience with varying levels of understanding
  • Exceptional written and verbal presentation/communication skills (ESSENTIAL)
  • Self-motivated individual capable of overseeing the continuous customer success of both large and small clients
  • Capability to report and communicate client status at defined intervals promptly
  • Bachelor's Degree in Computer Science + Business Education preferable
  • Willingness to work night shifts (6PM-3AM or 5PM-2PM)

Additional Information

At Freshworks, we are establishing a global work environment that empowers everyone to unlock their full potential, purpose, and enthusiasm regardless of their background, gender, race, sexual orientation, religion, or ethnicity. We are dedicated to ensuring equal opportunities for all and believe that workplace diversity fosters a more dynamic and inclusive work setting that furthers the objectives of our employees, communities, and the business.



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