Specialist - Customer Success Top tier
Specialist - Customer Success Top tier
Posted on :
28-01-2025
Employer Active
1 Vacancy
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Job Description
- Professionally manage relationships with a portfolio of assigned accounts
- Build executive relationships within the customers organization
- Make sure you exceed customer retention goals and ensure consistently high retention rates
- Build and maintain strong trusted working relationships with key decisionmakers and power users starting from onboarding and throughout the customer lifecycle
- Gain a thorough understanding of assigned clients needs objectives and processes to ensure that they successfully adopt and deploy Freshworks suite of products
- Ensure that customers derive maximum value from Freshworks and collaborate with the sales team to help upsell additional services integrations and features
- Identify risks to client success and aggressively/proactively engage the client whenever theres an identified retention issue
- Develop and execute retention plans for customers who may be at risk
- Drive resolution of escalated account issues in coordination with Billing Support and other departments
- Gain and maintain expert knowledge of Freshworkss products and services
- Be a voice for accounts internally and help senior leadership understand product concerns shortcomings and missing features that are retention risks
- Manage contract related inquiries questions and issues from clients and other departments
- Liaise with other team leaders to make sure that Freshworkss clients are getting the best service possible
Qualifications :
- 4 to 7 years proven success in Customer Success/Account Management/Consulting role for a SaaS/product company
- Proven expertise in handling enterprise customers across India
- Proven track record of building strong executive level relationships
- Experience with account portfolio planning management and prioritization
- Strong project management capability and ability to multitask
- High attention to detail and willingness to get in the weeds to fix a problem
- Knowledge of customer success best practices
- Experience driving client adoption of technology or software product
- Exceptional communication and relationship management skills
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
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