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Customer Success Specialist (Top Tier)

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Job Description

  • Professionally manage relationships with a portfolio of assigned accounts
  • Build executive relationships within the customers organization
  • Make sure you exceed customer retention goals and ensure consistently high retention rates
  • Build and maintain strong, trusted working relationships with key decision-makers and power users starting from onboarding and throughout the customer lifecycle
  • Gain a thorough understanding of assigned client’s needs, objectives, and processes to ensure that they successfully adopt and deploy Freshworks suite of products
  • Ensure that customers derive maximum value from Freshworks and collaborate with the sales team to help upsell additional services, integrations, and features
  • Identify risks to client success and aggressively/proactively engage the client whenever there’s an identified retention issue
  • Develop and execute retention plans for customers who may be at risk
  • Drive resolution of escalated account issues in coordination with Billing, Support, and other departments
  • Gain and maintain expert knowledge of Freshworks’s products and services
  • Be a voice for accounts internally and help senior leadership understand product concerns, shortcomings, and missing features that are retention risks
  • Manage contract related inquiries, questions, and issues from clients and other departments
  • Liaise with other team leaders to make sure that Freshworks’s clients are getting the best service possible

Qualifications

  • 4 to 7 years proven success in Customer Success/Account Management/Consulting role for a SaaS/product company
  • Proven expertise in handling enterprise customers across India
  • Proven track record of building strong executive level relationships
  • Experience with account portfolio planning, management, and prioritization
  • Strong project management capability and ability to multitask
  • High attention to detail and willingness to get “in the weeds” to fix a problem
  • Knowledge of customer success best practices
  • Experience driving client adoption of technology or software product
  • Exceptional communication and relationship management skills
Set alert for similar jobsCustomer Success Specialist (Top Tier) role in Chennai, India
Freshworks Logo

Company

Freshworks

Job Posted

a year ago

Job Type

Full-time

WorkMode

On-site

Experience Level

3-7 years

Category

Customer Support

Locations

Chennai, Tamil Nadu, India

Qualification

Bachelor

Applicants

Be an early applicant

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