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Customer Success Expert

1 week ago


Chennai, Tamil Nadu, India Freshworks Full time
About the Role

The Customer Success Specialist at Freshworks will be responsible for proactively engaging with customers to provide strategic and tactical guidance, increasing the value they acquire from our suite of products.

Key Responsibilities:

  • Engage proactively with customers using an engagement model tailored to their segment.
  • Understand and document customers' business flow for large clients and develop a deep understanding of use-cases.
  • Develop in-depth product knowledge of all product lines and showcase product demos to work out solutions for business use cases.
  • Align with key customer stakeholders to establish a stronger customer relationship management program.
  • Evaluate how customers manage their Freshworks product suite investment and identify efficiency and effectiveness gains.
  • Promote awareness of the latest innovations Freshworks is releasing.
  • Work with internal cross-functional teams to ensure customers' issues/solutions are addressed.
  • Derive data-driven insights to run focused and result-oriented customer engagement programs.
Requirements

To succeed in this role, you'll need:

  • A proven track record of establishing yourself as a strategic trusted advisor to clients.
  • Strong written and verbal presentation/communication skills.
  • The ability to take complex client and vendor concepts and articulate them to an audience of varying perception levels.
  • A self-starter who can own ongoing customer success of both large and small clients.
  • Experience with B2B SaaS handling volume of accounts in SMB space is preferred.