Customer Success Specialist
2 months ago
Position:
Customer Success Specialist - US
Employment Type:
Full-time
Function:
Customer Success(CXG)
Company 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 companiesfrom startups to public companiesaround 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-workersThe 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 from Economic Times
#16 ranking on the Forbes Cloud 100 list
#22 on the Battery Ventures/Glassdoor Best Places to Work in 2020
For more information, visit Freshworks.
Freshworks is committed to providing equal opportunity for all and believes that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, our communities, and our business.
Become your customers' strategic consultant and go-to person for help; Deliver insights to help customers optimize the value of Freshworks products, and improve their metrics and overall performance.
Build value-based relationships with customers ensuring alignment with key goals at all levels of the organization.
Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars, and blogs.
Partner with Sales Account Management to help ensure renewal and expansion opportunities are identified and closed successfully.
Bring intelligent product feedback and recommendations from customers back to Product teams.
Contribute to the development of industry-leading processes and best practices for delivering Customer Success.
Night Shift Role - Based in Chennai
Qualifications
3-7 years of experience working as a CSM (Preferably at a SaaS company)
Strong knowledge of ITIL processes, ITSM, business applications, and service desk management.
Thorough familiarity with Service Desk and Internal Business Software applications
Experience working closely with C-level / SVP-level executives at customers
Experience with executive business reviews (QBR, MBR)
Creating structured programs to drive adoption at low-usage accounts
Influencing change in complex organizations
Exercises listening, documenting, and addressing customer pain points
At ease demonstrating product functionality; ability to provide a comprehensive overview of key business use cases
Engaging phone & video presence:
enthusiastic and high energy, but also poised, confident, and extremely professional
Comfortable in a fast-paced, global team
Additional Information
All your information will be kept confidential according to EEO guidelines.
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.
Please let me know if you need help with anything else.-
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