Specialist - Customer Success

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.

Job Role:
The Customer Success Specialist 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 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.

Background:
● 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
● Bachelor's Degree in Computer Science + Business Education preferred

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.