Senior Manager Customer Marketing

4 days ago

chennai, India Freshworks Full time

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. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

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

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. 

Job Description

Job Description:
Freshworks is seeking a Sr. Manager of Customer Advocacy to help us accelerate our growth in building a raving fanbase of customers that share their story, provide ongoing feedback, and evangelize on our behalf. Reporting to the Director of Customer Advocacy, you will be instrumental in overseeing our global customer reference program and how we tell impactful customer stories. 

Key Responsibilities:

Oversee the global customer reference program and build processes to streamline how we support 1:1 and 1:many reference requests across GTM functions.

Reimagine our overall process for how we tell more impactful customer stories that can be used for sales, marketing campaigns, earnings, PR/AR and more

Identify opportunities to showcase customer success stories through case studies, testimonials, and speaking engagements at industry events.

Establish metrics and KPIs to measure the effectiveness of customer advocacy initiatives, track progress, and report on key insights.

Lead a team of customer advocacy professionals, providing mentorship, coaching, and support to drive performance and professional development.

Stay informed about industry trends, competitive landscape, and best practices in customer advocacy to continually improve strategies and tactics.

Qualifications

Bachelor's degree in business, marketing, communications, or a related field; MBA preferred.

8-10 years of experience in customer advocacy, customer success, account management, or related roles within the SaaS industry.

Proven track record of developing and executing successful customer advocacy programs.

Strong leadership skills with the ability to motivate and inspire cross-functional teams.

Excellent communication and interpersonal skills, with the ability to build rapport and credibility with customers at all levels.

Analytical mindset with the ability to leverage data and insights to drive decision-making and measure results.

Experience working with CRM systems, marketing automation platforms, and other relevant tools.

Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

Additional Information

If you are passionate about championing customer needs, fostering long-term relationships, and driving customer loyalty, we'd love to hear from you.

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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