Specialist - Customer Onboarding
Specialist - Customer Onboarding
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Job Description
We are seeking a highly skilled and experienced Senior Customer Onboarding Specialist to join our SaaS Professional Services Team. In this role you will ensure seamless implementation and adoption of the Freshworks product suite. You will collaborate with IT Project Managers (Customer Engagement Team) to configure the Freshworks suite of products according to customer requirements and provide product training. Additionally you will partner with our Sales and PreSales teams leveraging your product expertise and excellent communication skills to impress midmarket and enterprise customers.
Responsibilities:
Engage directly with customers to understand their business needs and translate them into product use cases or technical specifications
Configure the Freshworks suite of products according to customer requirements
Capture and analyse complex technical requirements from customers and design feasible solutions
Use critical thinking and problemsolving skills to exceed customer expectations
Collaborate with internal and customer teams
Train customers and their teams on daily product use and administration
Document onboarding steps for future reference and smooth transitions to other teams
Stay updated with the latest product updates and industry trends quickly adapting to new features and technologies to provide the best possible service
Efficiently manage multiple projects simultaneously ensuring timely and successful delivery of onboarding processes
Qualifications :
Mandatory language requirements: Fluency in English (business level) and minimum B2 level in either German or French
At least 4 years of experience in a similar role in the SaaS space specifically with CX or ITSM Products is also mandatory
Excellent communication skills (both written and verbal) with strong analytical problemsolving and troubleshooting abilities
Experience with integrating cloud systems using REST APIs
Basic frontend programming skills including HTML5 JavaScript and jQuery.
Fundamental knowledge of current technology trends and programming concepts
Ability to quickly learn and understand various SaaS products on the market such as Freshdesk and Freshservice
Handson experience with configuring SaaS products like Freshdesk Freshservice Workday Salesforce Zendesk or ServiceNow is an advantage.
Strong interpersonal skills for interacting with customers via phone or video calls
A passion for solving customer needs using our products
Proven ability to work well in a team environment
A willingness to learn and grow within a constantly evolving platform
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
