The Specialist in Customer Success will engage proactively with customers, document their business flow, understand their use cases, and promote product innovations. They will work with various teams to address customer issues, drive product adoption and customer retention, and serve as a strategic consultant to optimize the use of Freshworks products.
Job Description
- Engage proactively with customers using the engagement model (based on customer segment) laid out
- Understand and document customer’s business flow (for large customers) and deep understanding of use-cases
- Have deep product knowledge of all product lines. Ability to showcase product demo + work out solutions for business use cases using best product-fit
- 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 cross-functional teams (product, sales, pre-sales, marketing, product marketing, support etc.) to ensure customer’s issues/solutions are addressed
- Work with Program Manager (Customer Success) to derive data driven insights/intelligence to run focused and result-oriented customer engagement programs. Understanding of SaaS metrics and
- Own two key metrics (Increase Product-Adoption & Customer Retention)
- Become your customers' strategic consultant and go-to 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 (ANZ, MEA)
Qualifications
- 3-7 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 C-level / SVP-level executives at customers
- Experience with executive business reviews (QBR, MBR)
- Creating structured programs to drive adoption at low-usage 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 fast-paced, 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.
Freshworks Chennai, Tamil Nadu, IND Office
Global Infocity, Block B 40 MGR Road, Chennai, India, 600 096
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