Lead - Customer Onboarding

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

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

• 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.

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.