Job Description

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 security processes
Shift Timing : 1:00 PM - 9:00 PM

Qualifications

At least 4 years of experience.
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

Set alert for similar jobsCustomer Success Specialist - Digital EU role in Chennai, India

Company

Freshworks

Job Posted

a year ago

Job Type

Full-time

WorkMode

On-site

Experience Level

3-7 years

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