Lead - Account Manager (Top Tier)

Organizations everywhere struggle under the crushing costs and complexities of

“solutions” that promise to simplify their lives. To create a better experience for their

customers and employees. To help them grow. Software is a choice that can make or

break a business. Create better or worse experiences. Propel or throttle growth. Business

software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional

customer and employee experiences. Our enterprise-grade solutions are powerful, yet

easy to use, and quick to deliver results. Our people-first approach to AI eliminates

friction, making employees more effective and organizations more productive. Over

72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony

Music, trust Freshworks’ customer experience (CX) and employee experience (EX)

software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks

employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

We are looking for an experienced and strategic Enterprise Account/Portfolio Manager who has a knack in building deep customer relationships and driving incremental business in existing Freshworks customers by delivering value.  They should have a consultative sales approach, a successful track record retaining, growing and on-boarding clients with polished presentation skills. This person must demonstrate all the behaviours associated with a high performance sales and customer success culture, specifically managing a pipeline of business opportunities and delivering results against a quota. This individual will provide the best consultative experience possible for our customers.
 

Responsibilities:

• You’ll become the resident expert on the Freshworks platform and will expand our cloud-based software usage in existing customers

• Drive expansion through upsell and cross-sell to meet or exceed revenue targets

• Professionally manage relationships with a portfolio of assigned accounts

• Demonstrating / selling value to key stakeholders within the accounts with Customer Success Plans and strategies

• Build a plan to maximize revenue, and customer satisfaction within your accounts

• Gain a thorough understanding of assigned client’s needs, objectives, and processes to ensure that they successfully adopt and deploy Freshworks suite of products

• Create & articulate compelling value conversations with C-Level stakeholders also work in  alignment with inside stakeholders namely Implementations, Billing, Support, deals teams etc.

• Close large, complex deals involving multiple executive level stakeholders

• Collaborate with and lead a larger cross functional team to the closure of large complex deals

• Demonstrated experience managing complex sales cycles and negotiating win-win agreements based on value based selling

• Exceeding activity, pipeline and revenue goals on a quarterly basis

• Build strategies and execute on the plan in the assigned territory with the goal of generating and maintaining 4x pipeline

• Analyze sales/metrics data from your accounts to help evolve your strategy

• Assist customers in identifying industry relevant use cases and educate customers to make a  strong business impact

• Develop long-term strategic relationships with key accounts

• Proven expertise in growth & expansion strategies of accounts (farming) and customer success strategies

• Experience selling to VP or C level executives in companies

• 7+ years of overall experience in sales. 4+ years of SAAS sales experience/solution based selling experience

• Experience in driving expanded usage in existing customers

• Track record of success selling into Mid Market and Enterprise companies

• Experience managing and closing complex sales-cycles using solution selling techniques

• Proven track record of consistent account growth and quota achievement

• Thorough understanding/experience in related technology in the CRM/EX/CX space

• Experience with account portfolio planning, management, and prioritization

• 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

• Skilled in virtual presentations, online web demos, remote sales processes

• Strong interpersonal skills, ability to convey and relate ideas to others

• Vibrant and energetic attitude, willingness to perform and get things done

• Bachelor’s Degree/Master’s degree preferred

• A technical background is a plus

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.