Associate Product Adoption
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Job Location:
Monthly Salary:
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
Customer Onboarding & Solutioning: Take full ownership of the onboarding lifecycle by analyzing customer requirements and implementing world-class solutions. Guide clients through User Acceptance Testing (UAT) and share industry best practices to ensure successful adoption.
Technical Issue Resolution: Research diagnose and troubleshoot customer technical issues. Own the problem from the initial report through to resolution ensuring proper recording closure and escalation to internal teams when necessary.
Training & Enablement: Act as a product expert to provide comprehensive training to customers. contribute to the internal and external knowledge base by authoring technical notes and help articles.
Operational Excellence: Prepare accurate timely reports on customer status and technical health. Collaborate cross-functionally to solve complex business and technical problems.
Qualifications :
Experience: Minimum of 24 years in the software/tech industry. Prior experience in Customer Support within an enterprise software organization is highly preferred.
Domain Expertise: Hands-on experience with product implementation is required specifically with tools like ServiceNow or Jira. Knowledge of SaaS business models ITSM and ITIL frameworks is a significant plus.
Background: An engineering background is preferred but not required.
Availability: Must be willing to work in US shifts to support global clientele.
Skills
Technical Stack: Proficiency in front-end programming (HTML5 JavaScript jQuery CSS) and a solid understanding of general programming concepts and technology stacks.
Integrations: Strong understanding of cloud system integrations specifically utilizing REST APIs.
Soft Skills: Exceptional written and verbal communication skills. You must be a fast learner capable of mastering new SaaS products quickly.
Work Style: Proven time management skills in a dynamic environment with the ability to work collaboratively across teams.
Impact You Can Create
Drive Customer Success: By bridging the gap between technical requirements and business goals you will directly influence customer satisfaction and retention.
Accelerate Time-to-Value: Your efficient onboarding and training will help customers realize the value of the product faster.
Shape Product Quality: By documenting solutions and diagnosing root causes you will provide critical feedback that helps improve the product and the self-service knowledge ecosystem.
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
Key Skills
- Marketing
- Quality Assurance
- Agile
- Product Demos
- Analysis Skills
- Jira
- Project Management
- Product Management
- Qualitative Analysis
- Confluence
- Internet Of Things
- Product Development
About Company
Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshwork ... View more
