Principal Customer Success Manager
Principal Customer Success Manager
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Job Description
Freshworks is looking for an exceptional addition to our Customer Success team in London. Being a customer champion is part of our culture and a guideline for anything we do. Our team plays a central role in this effort and is the primary driver to retain and develop our existing customers.
As a Principal Customer Success Manager you will act as a strategic consultant and trusted advisor to our midmarket and enterprise customers. You dedicatedly engage with key partners and help them use the Freshworks platform fully. The foundation for this engagement is a precise understanding of our solution as well as indepth knowledge of the clients business and industry trends.
Own the customer as the primary point of contact defining a success plan with deliverables and ensuring clear communication across all activities of the customers postsale journey
Work closely with Strategic Account Manager to develop Account Plans for all of your customers which will be the roadmap for account expansion
Partner with Strategic Account Manager to help ensure expansion opportunities are identified and closed successfully
Work closely with professional services support and partners to deliver seamless 360degree support to meet customer needs
Be consultative and build indepth relationships and a complete understanding of their business goals and objectives
Build credibility relationships and influence Clevel stakeholders by advocating our Customers for Life philosophy
Be passionate about the products understand the outcomes the freshworks product and its features deliver to customers goals; be able to quantify impact with a value assessment framework and ROI models
Provide coaching and education to improve adoption of the Freshworks product
Identify clearly communicate and manage risk throughout the year through proactive touchpoints and taking the lead in developing resolution strategies
Identify successful customers and turn them into advocates measured by participation in reference calls case studies webinars and blogs
Introduce and implement new products and features to your customers based off of needs that you have uncovered in your strategic conversations
Collaborate with internal stakeholders (Engineering Product Sales Support and Execs) to complete customer goals be the Voice of the Customer to provide visibility and/or escalations and maintain strong reference ability across your book of customers
Qualifications :
At least 7 years of Customer Success or related experience in a B2B environment working with Mid Market and Enterprise level customers. Background as Solution Engineer Solution Architect or similar consultative role is a plus.
Experience in presenting technology suite of products within an existing portfolio of accounts as well as consulting and translating customer business and technology needs into technology solutions
Experience in proactively growing customer relationships while being curious to understand clients business
Prior experience in an environment where you managed a book of business in technology which included significant growth in net new opportunities
Experience across verticals such as retail financial services travel public sector publishing etc is a plus
Experience working closely with Clevel / SVPlevel executives at customers (CIO CTO Preferred)
Experience with executive business reviews and similar Sr level presentations with positive outcomes
At ease demonstrating product functionality; ability to provide comprehensive overview of key business use cases
Experience influencing change in complex organization
Engaging phone & video presence: enthusiastic and high energy but also poised confident and extremely professional
Comfortable in fastpaced global team
Demonstrated leadership skills in a team environment whether project cross functional or direct functional team
Additional Information :
These are some benefits you can expect from us in return:
Company funded Life & LongTerm Disability insurance
Pension scheme
Private Medical Insurance Health Cash Plan
Learning & Reading budget of up to 1000 per year
Fitness budget of up to 30 per month
Cycle to work Scheme
Company funded daily lunch when in office
Company Funded Employee Assistance Program (EAP) for both you and your family
25 days annual PaidTimeOff (PTO)
Discounted Tax Support Services
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
