Manager -Customer Engagement
Manager -Customer Engagement
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Job Description
As the Customer Engagement Manager on the Engagement & Monetization team you will design and execute innovative prospect education strategies to ensure Freshdesk and Freshservice prospects have the knowledge and resources needed to confidently evaluate our products and make purchase decisions.
This role requires a strategic thinker with a tactical mindset who can build and scale impactful customer education programs including webinars microvideos and other learning resources. Working crossfunctionally with Content Analytics Campaigns Marketing Ops and Sales teams you will play a vital role in driving awareness engagement and conversions through targeted educational initiatives. Additionally you will leverage these programs to source new prospects and increase visibility for Freshworks products and solutions across paid email and community channels.
What Youll Achieve:
Develop and Execute Webinar Strategies:
Own the trial engagement webinar strategy creating engaging educational content tailored to trialists needs and pain points.
Scale both live and ondemand webinars to maximize reach and impact.
Enhance Prospect Education:
Identify resource gaps in the prospect journey and develop solutions such as microvideos howto content and guides to improve their evaluation experience.
Boost Webinar Engagement:
Optimize promotional strategies (email social media inproduct notifications) to drive webinar registrations improve attendance rates and increase ondemand content consumption.
Performance Tracking and Iteration:
Monitor key engagement and monetization metrics to evaluate program impact identify areas for improvement and implement datadriven optimizations.
CrossFunctional Collaboration:
Partner with Product Sales and Marketing teams to align educational content with customer pain points and business objectives.
Collaborate with Campaigns and Marketing Ops to ensure smooth execution and tracking of all programs.
Drive Revenue Impact:
Own accountability for engagementled conversions and ARR growth by ensuring that educational initiatives influence trialtopaid conversions.
Thought Leadership:
Stay ahead of industry trends and best practices in customer engagement leveraging insights to continuously innovate and enhance programs.
Qualifications :
Experience in Customer Engagement and Education: 7 years of experience in customer engagement education programs or similar roles within SaaS or technology sectors.
Strong Communication Skills: Exceptional written and verbal communication abilities to craft compelling content and deliver impactful presentations.
DataDriven Decision Making: Analytical mindset with proven experience in tracking key metrics identifying trends and driving actionable insights to improve engagement and conversion rates.
Project Management Excellence: Skilled at managing multiple projects simultaneously setting priorities and delivering results in fastpaced environments with shifting deadlines.
Strategic and Tactical Acumen: A balanced ability to think strategically about longterm goals while executing detailed plans effectively to achieve immediate results.
Collaboration and Influence: Strong ability to partner with crossfunctional teams aligning diverse stakeholders around shared goals and initiatives.
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 :
No
Employment Type :
Fulltime
Employment Type
Full-time
