Associate Customer Success

About the job

● 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 ● 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. Understanding of SaaS metrics and ● Own two key metrics (Increase Product-Adoption & Customer Retention) ● Use customer management tool (Natero) (Training will be provided to get familiar) ● Implement and support compliance to Freshworks compliance and information security processes Qualifications●1-3 years of relevant work experience in a customer-facing role out of which majority in a Customer success/retention portfolio● Proven track record of establishing themselves as a strategic trusted advisor to clients● Must be able to take complex client and vendor concepts and articulate them to an audience of varying perception levels● Very Strong written and verbal presentation/communication skills (ESSENTIAL)● Self-starter who can own ongoing customer success of both large and small clients● Ability to report and share client’s status on a timely/pre-defined interval● Bachelor's Degree in Computer Science + Business Education preferred

Qualifications

• Bachelor's Degree in Computer Science
• 1-3 years of relevant work experience in a customer-facing role

About the company

Freshworks builds uncomplicated service software that delivers exceptional customer and employee experiences. Over 72,000 companies trust Freshworks’ software to fuel customer loyalty and service efficiency. With a people-first approach, Freshworks aims to simplify complexities of business software.