- 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
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