Specialist - Customer Success - Mid Tier
Specialist - Customer Success - Mid Tier
Posted on :
07-02-2025
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1 Vacancy
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Job Description
- Engage proactively with customers using the engagement model (based on customer segment) laid out
- Understand and document customers business flow (for large customers) and deep understanding of usecases
- Have deep product knowledge of all product lines. Ability to showcase product demo work out solutions for business use cases using best productfit
- Aligning with key customer stakeholders to establish a stronger customer relationship management program (stakeholder mapping)
- Evaluate how customers manage their Freshworks product suite investment & identify efficiency and effectiveness gains (process & tools)
- Promote awareness of the latest innovations Freshworks is releasing (products/features in pipeline)
- Work with internal crossfunctional teams (product sales presales marketing product marketing support etc.) to ensure customers issues/solutions are addressed
- Work with Program Manager (Customer Success) to derive data driven insights/intelligence to run focused and resultoriented customer engagement programs. Understanding of SaaS metrics and
- Own two key metrics (Increase ProductAdoption & Customer Retention)
- Become your customers strategic consultant and goto person for help; Deliver insights to help customers optimize the value of Freshworks products and improve their metrics and overall performance.
- Partner with Sales Account Management to help ensure renewal and expansion opportunities are identified and closed successfully.
- Open to work from our Chennai/Bangalore office on all days
- Open to work in different shifts (NA ANZ MEA)
Qualifications :
- 37 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 Clevel / SVPlevel executives at customers
- Experience with executive business reviews (QBR MBR)
- Creating structured programs to drive adoption at lowusage 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 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 :
No
Employment Type :
Fulltime
Employment Type
Full-time
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