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Senior Client Success Consultant
2 months ago
Overview
Freshworks is on the lookout for a remarkable Senior Customer Success Manager. Our commitment to customer advocacy is deeply ingrained in our culture and influences every aspect of our operations.
Role Summary
As a Senior Customer Success Manager, you will serve as a strategic consultant and trusted advisor to our mid-market and enterprise clients in the designated region. Your primary responsibility will be to engage with key stakeholders and ensure they maximize the value of the Freshworks platform.
Key Responsibilities
- Foster Relationships and Drive Product Utilization:
Collaborate with a select group of our most significant clients. Build connections with partners ranging from support representatives to executive leadership. - Engage with Clients Regularly:
Participate in quarterly business reviews, roadmap discussions, and product training sessions. - Understand Client Needs:
Document the client's organizational structure, objectives, and challenges. - Educate Clients:
Train clients on the optimal use of our products and their latest features, encouraging data-driven approaches and KPI measurement.
Customer Retention:
- Analyze Usage Data:
Monitor product usage to implement strategies that enhance adoption and minimize churn. - Identify Improvement Opportunities:
Conduct assessments to pinpoint gaps in product setup and processes, advocating for enhancements. - Develop Tailored Solutions:
Collaborate with technical experts to create innovative solutions when standard features do not meet client needs.
Inspire Growth and Advocacy:
- Collaborate with Account Management:
Identify growth opportunities and drive net expansion. - Promote Innovations:
Encourage clients to engage with Freshworks' latest offerings and become advocates through references, events, and case studies. - Create Memorable Experiences:
Devise creative strategies to deliver exceptional moments for our clients.
Qualifications:
We seek candidates with experience in customer-facing roles, particularly in consulting or account management. A bachelor's degree is required, and an engineering background is a plus. Strong communication skills, empathy, and the ability to collaborate across various internal teams are essential. A passion for learning about Freshworks' products and a keen business insight to understand client needs are crucial. The ideal candidate will possess an analytical mindset, a proactive attitude, and the ability to manage multiple projects effectively.
Additional Information:
We offer a range of benefits, including life and permanent disability insurance, wellness programs, and generous paid time off. At Freshworks, we are dedicated to fostering a diverse and inclusive workplace where every individual can thrive.
