Freshworks, a dynamic and innovative company, is currently seeking a dedicated professional for the position of Customer Success Associate – Digital. The ideal candidate for this role should possess a Bachelor’s Degree in Computer Science, with a preference for additional business education. The company values a well-rounded educational background to ensure a comprehensive understanding of the digital landscape. To be considered for this opportunity, candidates should have 1-3 years of relevant experience. The position is based in the vibrant city of Chennai, providing an exciting work environment and opportunities for personal and professional growth.
Company Name: Freshworks
Job Role: Customer Success Associate – Digital
Education Required: Bachelor’s Degree in Computer Science + Business Education preferred
Experience Required: 1-3 years
Job Location: Chennai,
Role and 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.
- 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 the 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.
Required Skills and Qualification:
- 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.
