Responsibilities:
The Customer Success Manager will proactively engage with customers to provide strategic and tactical guidance to them in order to increase the value they acquire from Freshworks suite of products.
Major Responsibilities
· Engage proactively with customers using the engagement model (based on customer segment) laid out
· Understand and document customer’s business flow (for large customers) and deep understanding of use-cases
· Have deep product knowledge of all product lines. Ability to showcase product demo + work out solutions for business use cases using best product-fit (including outsourced/marketplace and partner apps where required)
· Aligning with key customer stakeholders to establish a stronger customer relationship management program (stakeholder mapping)
· Evaluate how customers manage their Freshworks product suite investment & identify efficiency and effectiveness gains (process & tools)
· Promote awareness of the latest innovations Freshworks is releasing (products/features
in pipeline)
· Work with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing, support etc.) to ensure customer’s issues/solutions are addressed
· Work with Program Manager (Customer Success) to derive data driven insights/intelligence to run focused and result-oriented customer engagement programs.
· Own two key metrics (Increase Product-Adoption & Customer Retention)
· Use customer management tool (Freshsuccess) (Training will be provided to get familiar)
· Implement and support compliance to Freshworks compliance and information security processes.
· Write and present Business reviews to customers of all levels (from Operations lead to CEO).
