Specialist - Customer Success (US)

3 weeks 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. More than 50,000 companies -- from startups to public companies -- around 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-workers. The 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 form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.

While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation. Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at

Job Description

• 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.
• Provide coaching and education to improve adoption of the Freshworks product by every user.
• Build value-based relationships with customers ensuring alignment with key goals at all levels or 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 comprehensive overview of key business use cases
• Engaging phone & video presence: enthusiastic and high energy, but also poised, confident, and extremely professional
• Comfortable in fast-paced, global team

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 or 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, our communities and our business.

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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