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Customer Success Associate


Freshworks


Location

Chennai | India


Job description

Job Description

. Become your customers' strategic consultant and go-to person for help Deliver insights to help customers optimize the value of Freshworks products, and improve their metrics and overall performance.
. Provide coaching and education to improve adoption of the Freshworks product by every user.
. Build value-based relationships with customers ensuring alignment with key goals at all levels or the organization.
. Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars and blogs.
. Partner with Sales Account Management to help ensure renewal and expansion opportunities are identified and closed successfully.
. Bring intelligent product feedback and recommendations from customers back to Product teams.
. Contribute to the development of industry-leading processes and best practices for delivering Customer Success.

What we're looking for:
.1-3 years of experience working as a CSM at a SaaS company
.Strong knowledge of ITIL processes, ITSM, business applications and service desk management.
. Thorough familiarity with Service Desk and Internal Business Software applications
. Experience working on enterprise accounts
. Experience working closely with C-level / SVP-level executives at customers (CIO, CTO Preferred)
. Experience with executive business reviews
. Experience running engaging webinars
. Experience writing customer facing documentation
. Customer Training
. Creating structured programs to drive adoption at low-usage accounts
. Influencing change in complex organizations
. Exercises listening, documenting, and addressing customer pain points
. At ease demonstrating product functionality ability to provide comprehensive overview of key business use cases
. Engaging phone & video presence: enthusiastic and high energy, but also poised, confident, and extremely professional
. Comfortable in fast-paced, global team

Qualifications

SaaS experience, customer success, enterprise accounts

Additional Information

All your information will be kept confidential according to EEO guidelines.

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.


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