Associate Customer Success

Engage proactively with customers using the engagement model (based on customer segment) laid out 

Understand and document customers 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 customers 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)

Use customer management tool (Natero) (Training will be provided to get familiar)

Implement and support compliance to Freshworks compliance and information security processes

Qualifications :

1-3 years of relevant work experience in a customer-facing role out of which majority in a Customer success/retention portfolio 

Proven track record of establishing themselves as a strategic trusted advisor to clients

Must be able to take complex client and vendor concepts and articulate them to an audience of varying perception levels

Very Strong written and verbal presentation/communication skills (ESSENTIAL)

Self-starter who can own ongoing customer success of both large and small clients

Ability to report and share clients status on a timely/pre-defined interval

Bachelors Degree in Computer Science Business Education preferred

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