Lead Customer Onboarding

About The Position

We are seeking a highly skilled and experienced Senior Customer Onboarding Specialist to join our SaaS Professional Services Team. The main goal of this role is to collaborate with Project Managers to configure the Freshworks suite of products according to customer requirements and provide product training. Additionally you will partner with our Sales and Pre-Sales teams leveraging your product expertise and excellent communication skills to impress mid-market and enterprise customers.

Position Deliverables:

• Customer-focused approach with strong communication abilities

• Translate business needs into product use cases or technical specifications

• Configure the Freshworks suite of products according to customer requirements

• Quickly learn and adapt to new products or updates to existing products

• Use critical thinking and problem-solving skills to exceed customer expectations

• Train customers and their teams on daily product use and administration

• Document onboarding steps for future reference and smooth transitions to other teams

• Demonstrate the ability to multitask manage multiple projects and deliver on time

• Develop a strong understanding of configuration best practices within the Freshworks suite

• Capture and analyse complex technical requirements from customers and design feasible solutions

Qualifications :

• At least 3 years of experience in the software/tech industry

• Past experience in the SaaS space with the understanding of CX or ITSM Product Suites is required

• Excellent communication skills (both written and verbal) with strong analytical problem-solving and troubleshooting abilities

• A proactive attitude towards contributing to both internal and external communities is a plus.

• Proven ability to work well in a team environment.

• Fundamental knowledge of current technology trends and programming concepts.

• Experience with integrating cloud systems using REST APIs.

• Hands-on experience with configuring SaaS products like Freshdesk Freshservice Workday Salesforce Zendesk or ServiceNow is an advantage.

• Ability to quickly learn and understand various SaaS products on the market such as Freshdesk and Freshservice.

• A passion for solving customer needs using our products.

• Strong interpersonal skills for interacting with customers via phone or video calls.

• A willingness to learn and grow within a constantly evolving platform.

Additional Information :

At Freshworks we have fostered an environment that enables everyone to find their true potential purpose and passion welcoming colleagues of all backgrounds genders sexual orientations religions and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant richer environment that boosts the goals of our employees communities and business. Fresh vision. Real impact. Come build it with us.

Remote Work :

No

Employment Type :

Full-time