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Specialist - Customer Success

Specialist - Customer Success

Freshworks

4 - 7 years

13 - 14 Lacs

Chennai

Posted:1 day ago| Platform:

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Skills Required

Customer management Information security Marketing support Customer retention Presales Product sales Customer engagement Product marketing CRM

Work Mode

Work from Office

Job Type

Full Time

Job Description

Customer Success will proactively engage with customers to provide strategic and tactical guidance to them in order to increase the value they acquire from Freshworks suite of products.

Role Requirement:

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

Understand and document customer s 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 customer s issues/solutions are addressed

Work with Program Managers to derive data driven insights/intelligence to run focused and result-oriented customer engagement programs.

Own two key metrics (Increase Product-Adoption & Customer Retention)

Use customer management tools

Implement and support Freshworks compliance and information security processes

Qualifications

4-7 years of experience in Customer Success (preferably from a SaaS background)
Open to working in the specified shift

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 client s status on a timely/pre-defined interval

Bachelors Degree

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Freshworks

Software / SaaS

Chennai

1001-5000 Employees

369 Jobs

Key People

Girish Mathrubootham

Co-founder & CEO
Shivakumar Ganesan

Co-founder & CTO
Ravi S. Kumar

Chief Operating Officer

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Specialist - Customer Success