Specialist - Customer Success (EX) Top Tier
Freshworks
Chennai, , IndiaPosted 1 month ago
Skill Required
AIFulltime
Key highlights
- 4 to 8 years of experience required
- Customer Success or Account Management role for a SaaS/product company
- Diverse and inclusive work environment
Role overview
At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. Fresh vision. Real impact. Come build it with us.
Responsibilities
- Build and nurture customer relationships with a portfolio of assigned accounts, post onboarding through the entire customer lifecycle.
- Focus on ensuring high customer retention rates and meeting retention goals.
- Develop and maintain trusted working relationships with key decision-makers and power users within client organizations.
- Gain a deep understanding of your assigned clients' needs, objectives, and processes to facilitate successful adoption of Freshworks products.
- Collaborate closely with the sales team to identify opportunities for upselling additional services, integrations, and features that enhance client success.
- Identify and proactively address risks to client success, engaging clients whenever retention issues are identified.
- Develop and execute retention plans for clients at risk of churn, ensuring their continued satisfaction.
- Drive the resolution of escalated account issues, working closely with Billing, Support, and other departments.
- Maintain an expert level of knowledge regarding Freshworks products and services.
- Represent client interests internally, communicating product concerns, shortcomings, and missing features that may pose retention risks to senior leadership.
- Manage inquiries, questions, and issues related to contracts from clients and other departments.
Requirements
- Proven success in a Customer Success or Account Management role for a SaaS/product company, with 4 to 8 years of experience.
- Expertise in account portfolio planning, management, and prioritization.
- Strong attention to detail and a proactive approach to problem-solving.
- In-depth knowledge of customer success best practices.
- Experience driving client adoption of technology or software products.
- Exceptional communication and relationship management skills.
Benefits
- An environment that enables everyone to find their true potential, purpose, and passion.
- Welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities.
- Commitment to providing equal opportunity.
- Belief that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business.
Additional details
- If you are passionate about customer success, thrive in a fast-paced environment, and are ready to make a significant impact as an Individual Contributor in our team, we encourage you to apply for this exciting opportunity.