Program Manager - Customer Support
Location
Chennai | India
Job description
Job Description
The Opportunity
We seek a highly motivated and results-oriented Program Manager to assume a pivotal role in the expansion and success of our Premium Support program. You will be a strategic partner to our GTM teams, collaborating to develop and execute compelling sales strategies, cultivate customer relationships, and ultimately drive program adoption.
Key Responsibilities
Strategic Partnership and Sales Collaboration :
- Collaborate closely with Sales, Marketing, and Account Management teams to develop and implement effective go-to-market strategies for Premium Support.
- Conduct market research and competitor analysis to identify key trends and inform strategic decision-making.
- Contribute to the development of targeted sales tools and collateral that effectively communicate the value proposition of Premium Support.
Customer Acquisition and Relationship Building:
- Partner with the GTM team to qualify leads and identify high-potential accounts for Premium Support conversion.
- Develop compelling sales presentations and proposals that highlight the program's unique benefits and address specific customer needs.
- Negotiate and close deals with GTM team for Premium Support contracts, building strong relationships with key stakeholders throughout the sales cycle.
Program Growth and Optimization:
- Analyze data and identify opportunities to enhance the value proposition of Premium Support and drive program adoption.
- Develop and implement initiatives to increase the attach rate of Premium Support within the existing customer base.
- Track key performance indicators and provide insights to leadership, recommending strategic adjustments for program optimization.
Internal Enablement and Knowledge Management:
- Collaborate with internal teams to develop and deliver comprehensive training programs on the features and benefits of Premium Support.
- Create and maintain internal resources and collateral to ensure consistent understanding and effective program delivery.
Qualifications
- Minimum of 6 years of experience in a program management or similar role, demonstrating a successful track record of driving program growth and achieving established objectives.
- Proven expertise in SaaS sales and marketing principles, with a deep understanding of customer acquisition strategies and relationship development.
- Excellent communication, presentation, and interpersonal skills, with the ability to influence and collaborate effectively with diverse stakeholders.
- Strong analytical and problem-solving skills, with a data-driven approach to decision-making and continuous improvement.
- Proficiency in CRM systems and project management methodologies.
Additional Information
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.
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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