Specialist - Customer Success
Freshworks · Bengaluru · onsite · Posted 8d ago
Undisclosed4–7 yrsfulltimeSourced from
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About this role
Job Description
As a Specialist in Customer Success, you will be a key driver of long-term value for our customers. You will proactively engage with a portfolio of clients to provide strategic and tactical guidance, ensuring they maximize the value they get from the Freshworks suite of products. Your primary goal is to build strong relationships, become a trusted advisor, and ensure our customers achieve their business objectives, leading to higher product adoption and retention.
This role is ideal for a customer-centric individual with a talent for problem-solving and a passion for technology, who thrives on helping others succeed.
Roles Responsibilities
1. Proactive Customer Engagement Relationship Management:
- Proactively engage with customers based on defined engagement models, with a focus on building long-term partnerships. (Experience in the enterprise segment is a plus).
- Establish and nurture relationships with key customer stakeholders, mapping out organizational structures to build a comprehensive relationship management program.
- Act as the primary point of contact and a trusted advisor for your customer portfolio.
2. Product Expertise Solutioning:
- Develop and maintain deep product knowledge across all Freshworks product lines.
- Understand and document customers business flows and use cases to provide tailored solutions.
- Conduct effective product demonstrations and design solutions that address specific business needs, ensuring the best product fit.
3. Value Realization Adoption:
- Own two key metrics: increasing product adoption and ensuring customer retention.
- Evaluate how customers are using their Freshworks investment and identify opportunities for them to gain efficiency and effectiveness.
- Promote awareness of the latest product innovations and features to drive excitement and continuous value.
4. Internal Collaboration Program Execution:
- Work closely with internal cross-functional teams (Product, Sales, Pre-Sales, Marketing, Support) to ensure customer issues are resolved and solutions are effectively implemented.
- Collaborate with Program Managers to use data-driven insights to run focused and result-oriented customer engagement programs.
- Implement and support Freshworks compliance and information security processes. Qualifications
Qualifications Experience
- 4-7 years of experience in a customer-facing role such as Customer Success, Account Management, or Consulting.
- A proven track record of establishing yourself as a strategic trusted advisor to clients.
- Bachelors Degree is mandatory.
Skills Inventory
Customer Management Strategy:
- Relationship Building: Ability to build and maintain strong, long-lasting customer relationships.
- Strategic Thinking: Skill in understanding customer business goals and aligning them with product capabilities.
- Trusted Advisor: Proven ability to provide strategic guidance and gain customer trust.
- Stakeholder Mapping: Experience in identifying and engaging with key decision-makers and influencers within a customers organization.
Technical Product Acumen:
- Deep Product Knowledge: A demonstrated ability to quickly learn and master a complex suite of software products.
- Solutioning: Skill in analyzing customer use cases and designing effective solutions using product features.
- Product Demonstrations: Ability to confidently and effectively showcase product functionality.
Communication Interpersonal:
- Presentation Skills: Very strong written and verbal communication and presentation skills are essential.
- Articulating Complexity: Must be able to take complex technical and business concepts and articulate them clearly to audiences with varying levels of understanding.
- Reporting: Ability to report on and share a client s status at timely and predefined intervals.
Personal Attributes:
- Proactive Self-Starting: A self-starter who can take ownership of the ongoing success of both large and small clients.
- Ownership: A strong sense of accountability for key metrics like adoption and retention.
- Tool Proficiency: Experience using customer management tools (e.g., CRM, Customer Success Platforms).
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer EngagementCustomer RetentioncrmProduct AdoptionArticulatecustomer successMappingCustomer ManagementInformation Securityrelationship buildingcomplianceCustomer Relationshipsmarketingaccount management
About Freshworks
Freshworks
Software Product
4.3k+
employees
2010
16 years old
San Mateo,California
United States
About
Cloud-based customer support helpdesk software for businesses
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818 reviews
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