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Principal Customer Engagement Manager

2 months ago

California, Missouri, United States Freshworks Full time

About Freshworks
Freshworks is dedicated to simplifying the way businesses engage with their customers and employees. We achieve this by offering innovative software solutions that are not only affordable but also quick to implement and user-friendly.

Company Overview
Based in San Mateo, California, Freshworks operates globally with a diverse team across 13 locations, serving over 65,000 clients ranging from startups to established public companies. Our software-as-a-service solutions enhance both customer experience (CRM, CX) and employee experience (ITSM).

Our Product Suite
Our cloud-based offerings include Freshdesk for omni-channel customer support, Freshsales for sales automation, Freshmarketer for marketing automation, Freshservice for IT service management, and Freshchat powered by AI bots, all supported by our Neo platform.

Position Overview
We are seeking a talented Senior Customer Success Manager to join our team in Utrecht. As a champion for our customers, you will play a pivotal role in ensuring their success and satisfaction with our solutions.

Key Responsibilities

  • Relationship Building: Develop strong connections with key stakeholders within our major accounts, from support teams to executive leadership.
  • Customer Engagement: Regularly interact with clients through quarterly business reviews, product training sessions, and roadmap discussions.
  • Needs Assessment: Understand and document the organizational structure, goals, and challenges of our customers.
  • Product Education: Train clients on optimal usage of our products and their features, encouraging data-driven approaches and KPI measurement.

Customer Retention:

  • Analyze product usage metrics to proactively enhance adoption and minimize churn.
  • Identify gaps in product setup and processes, guiding customers toward effective improvements.
  • Collaborate with technical teams to create tailored solutions when standard features do not meet customer needs.

Growth and Advocacy:

  • Partner with the Account Management team to uncover growth opportunities and drive net expansion.
  • Promote Freshworks' innovations and encourage customers to share their success stories and participate in events.
  • Devise creative strategies to deliver exceptional experiences for our clients.

Qualifications
We are looking for candidates with:

  • Experience in customer-facing roles, with a preference for consulting or account management backgrounds.
  • A Bachelor's degree; an engineering background is a plus.
  • Strong communication skills, with the ability to build trust with clients.
  • Collaborative mindset to work effectively with various internal teams.
  • A genuine interest in learning about Freshworks' products and their technical aspects.
  • Analytical skills combined with a proactive attitude to identify and resolve issues.
  • The ability to manage multiple projects and switch between technical and business discussions seamlessly.

Additional Benefits
We offer a comprehensive benefits package, including:

  • Life and permanent disability insurance.
  • Free yoga classes twice a week.
  • 25 days of annual paid time off (PTO).
  • Pension supplement based on employee gross salary.
  • Additional PTO for years of service during the first five years.
  • Company-funded Employee Assistance Program (EAP) for employees and their families.
  • Discounted tax support services.

At Freshworks, we are committed to fostering a diverse and inclusive workplace that empowers all individuals to reach their full potential, regardless of their background. We believe that diversity enriches our work environment and drives our success.