Customer Marketing Specialist

2 weeks ago

Chennai, Tamil Nadu, India Freshworks Full time
Job Description

Freshworks is seeking a Customer Education Specialist to support our ongoing learning and certification initiatives to help our customers adopt our products and solutions faster. You will play a critical role in enhancing customer satisfaction, driving product adoption, and fostering long-term customer loyalty through effective education and enablement initiatives. This role requires a dynamic individual with a passion for education, strong communication skills, and a deep understanding of both B2B and B2C tech.

Responsibilities:

  • Develop and implement a customer education strategy to address the needs of customers across various stages of their journey, from onboarding to advanced usage.
  • Collaborate with subject matter experts and cross-functional teams to ensure content accuracy, relevance, and alignment with product roadmaps and customer needs.
  • Provide ongoing support and guidance to customers to help them overcome challenges, troubleshoot issues, and achieve their goals a they access our Academy training materials.
  • Collect feedback from customers on educational programs and resources to identify areas for improvement and optimization across existing certification, workshops and more
  • Analyze customer usage data, engagement metrics, and satisfaction scores to measure the effectiveness of educational initiatives and drive continuous improvement.
  • Partner closely with Product Management, Engineering, Marketing, Sales, and Customer Success teams to align education initiatives with business objectives and customer needs.
  • Act as a liaison between customers and internal teams, advocating for customer education priorities and driving alignment on product and education strategies.
Qualifications
  • Bachelor's degree in Education, Customer Marketing, Communication, or related field; Master's degree preferred.
  • 5+ years of experience in customer education, training, or enablement, preferably in a technology or SaaS environment.
  • Strong instructional design skills with the ability to create engaging and effective educational content for diverse audiences.
  • Excellent presentation, facilitation, and communication skills, with a passion for teaching and helping others learn.
  • Experience working with learning management systems (LMS), virtual classroom platforms, and other educational technology tools.
  • Ability to collaborate effectively with cross-functional teams and stakeholders to achieve shared goals and objectives.
  • Comfortable working with global and diverse teams across US, Europe and India.
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.

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