Product Adoption Specialist

Specialist - Product Adoption

Organizations everywhere struggle under the crushing costs and complexities of "solutions" that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.
There's another option. Freshworks. With a fresh vision for how the world works.
At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.
Fresh vision. Real impact. Come build it with us.

We're seeking a dynamic Specialist in Product Adoption who excels at driving impactful customer engagements through webinars, tailored training sessions, and compelling content development. You will play a key role in accelerating product adoption and maximizing customer success.

Key Responsibilities:

• Webinar Management: Plan, develop, and deliver engaging and impactful webinars designed to accelerate customer product adoption and enhance user proficiency.
• Content Development: Create high-quality, informative, and user-friendly webinar content, presentations, and educational resources tailored to customer segments and personas.
• Tailored Customer Onboarding: Provide customized onboarding experiences, offering strategic insights and best practices to ensure immediate and ongoing product value realization.
• Product Training & Enablement: Deliver clear, interactive product training sessions for IT administrators and end-users, ensuring comprehensive understanding and maximized adoption.
• Proactive Customer Support: Identify and address customer challenges proactively, collaborating cross-functionally to resolve issues swiftly and ensure seamless user experiences.
• Cross-team Collaboration: Work closely with Product, Customer Success, Sales, and Enablement teams to continuously refine adoption strategies, ensuring alignment and effectiveness.

• Prior experience with a background in Solution Engineering, Onboarding, or closely related functions are highly preferred.
• Strong communication and presentation skills, capable of conveying technical concepts clearly to diverse audiences.
• Technical proficiency, including:
  • ITIL certification or equivalent knowledge of IT service management.
  • Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, firewalls).
  • Familiarity with APIs and identity management systems like Active Directory.
• Excellent problem-solving abilities, with a proactive approach to identifying and mitigating customer challenges.

Skills Inventory

• Webinar & product training delivery
• Content development (presentations, resources)
• Tailored customer onboarding & enablement
• Strong communication & presentation skills
• ITIL / ITSM knowledge
• Networking fundamentals (TCP/IP, DNS, VPN, firewalls)
• APIs & identity management (e.g., Active Directory)
• Customer problem-solving & issue resolution
• Cross-functional collaboration

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.