Lead - Customer Success
Lead - Customer Success
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1 Vacancy
Job Description
Freshworks is looking for a Lead Customer Success to join our team. Being a customer champion is part of our culture and a guideline for everything we do. Our Customer Success team plays a central role in this effort and is the primary driver to retain and develop our existing customers.
As a Lead Customer Success you will act as a strategic consultant and trusted advisor to our customers in Brazil and Latin America. You will engage with key partners and help them use the Freshworks platform fully.
Own the customer as the primary point of contact defining a success plan with deliverables and ensuring clear communication across all activities of the customers postsale journey
Work closely with Account Managers to develop account plans for all of your customers which will be the roadmap for account expansion
Partner with Account Managers to help ensure expansion opportunities are identified and closed successfully
Work closely with professional services support and partners to deliver seamless 360degree support to meet customer needs
Be consultative and build indepth relationships and a complete understanding of the customers business goals and objectives
Build credibility and relationships and influence Clevel stakeholders by advocating our Customers for Life philosophy
Be passionate about the products and understand the outcomes the Freshworks product and its features deliver to customers goals; be able to quantify impact with a value assessment framework and ROI models
Provide coaching and education to improve adoption of the Freshworks product(s)
Identify clearly communicate and manage risk throughout the year through proactive touchpoints and taking the lead in developing resolution strategies
Identify successful customers and turn them into advocates measured by participation in reference calls case studies webinars and blogs
Introduce and implement new products and features to your customers based on needs that you have uncovered in your strategic conversations
Collaborate with internal stakeholders (Engineering Product Sales Support etc.) to complete customer goals be the Voice of the Customers to provide visibility and/or escalations and maintain strong reference ability across your book of customers
Qualifications :
Candidates are required to be fluent in Portuguese and Spanish
At least 5 years of Customer Success or related experience in a B2B environment.
Experience in presenting a technology suite of products within an existing portfolio of accounts as well as consulting and translating customer business and technology needs into technology solutions
Experience in proactively growing customer relationships while being curious to understand clients business needs
Prior experience in an environment where you managed a book of business in technology which included significant growth in net new opportunities
Experience working closely with Clevel/SVPlevel executives as customers
Experience with executive business reviews and similar Sr. level presentations
Ease demonstrating product functionality; ability to provide a comprehensive overview of key business use cases
Experience influencing change in complex organizations
Comfortable working in a fastpaced 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 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.
Remote Work :
Yes
Employment Type :
Contract
Employment Type
Remote
