In this Individual Contributor role, you will be responsible for ensuring Freshworks Top Tier of customers are successful in adopting Freshworks products to achieve their business objectives and realize value from their investment with us.
This is a highly consultative role where you will act as a strategic advisor to approximately 20-25 enterprise accounts in Europe guiding customers to maximize Freshworks products and deliver best practices.
As the primary point of contact you will collaborate with key stakeholders to define joint success plans with deliverables, and ensuring clear communication across all activities of the customers’ post-sale journey
Work closely with Strategic Account Manager to develop Account Plans for all of your customers which will be the roadmap for account expansion. Partner with Strategic Account Manager to help ensure new expansion opportunities are identified, nurtured and closed successfully.
Work closely with Strategic Account Manager to prepare for an successfully secure account renewals
Work closely with professional services, support and partners to deliver seamless 360-degree support to meet customer needs
Be consultative and build in-depth relationships and a complete understanding of their business goals and objectives. Build credibility, relationships, and influence up to C-level stakeholders by advocating our ‘Customers for Life’ philosophy
Be passionate about the products, understand the outcomes the freshworks product and its features deliver to customers goals; be able to quantify impact with a value assessment framework and ROI models
Provide coaching and education to improve adoption of the Freshworks product
Identify, clearly communicate and manage risk throughout the year through proactive touchpoints and taking the lead in developing resolution strategies
Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars and blogs
Collaborate with internal stakeholders (Engineering, Product, Sales, Support, and Execs) to complete customer goals, be the “Voice of the Customer” to provide visibility and/or escalations, and maintain strong reference ability across your book of customers.
At least 10+ years of Customer Success or related experience in progressive roles in a customer-facing B2B environment working with operationally and technically complex, Enterprise level customers of significant value.
Background as a Consultant, Solution Engineer, Solution Architect or similar consultative role is a plus.
Experience influencing change in a complex organization
Experience in presenting a technology suite of products within an existing portfolio of accounts as well as consulting and translating customer business and technology needs into technology solutions
Experience in proactively growing customer relationships up to C-level across departments, regions and functions while building deep understanding of client’s business and lay the foundation for expansion
Experience across verticals such as retail, financial services, travel, public sector, publishing etc is a plus
Experience working closely with C-level / SVP-level executives at customers (CIO, CTO Preferred)
Experience with executive business reviews and similar-level presentations with positive outcomes
At ease and highly proficient in demonstrating product functionality; ability to provide a comprehensive overview of key business use cases
Highly professional presentation and communication skills
Passionate self-starter with high energy, but also poised, confident, and extremely professional
Ability to effectively use Customer Success & CRM tools (e.g., FreshSuccess) to effectively manage a portfolio
Comfortable and able to work effectively in a fast-paced, global matrixed organization
Demonstrated desire and ability to act as a thought leader both within the team and externally with customers and prospects
Business level proficiency in one of the Nordics languages.
These are some benefits you can expect from us in return
At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.
