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 or 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 business.

Freshworks makes it fast and easy for businesses to delight their customers and employees. More than 50,000 companies use Freshworks SaaS to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM). Headquartered in San Mateo, California, Freshworks has a dedicated global team operating from 13 locations to serve our customers throughout the world.

Freshworks has received numerous accolades ranking #16 on the prestigious Forbes Cloud 100 and #22 on the Battery Ventures/Glassdoor Best Places to Work lists.

Role Requirement:

1. Know Our Customers

● Adopt the perspective of a small business to understand their unique challenges in adopting maximum features and extracting the most value out of our products

● Lead the Digital customer journey mapping process and identification of major pain points hindering smooth onboarding and product adoption

● Lead VoC studies (controlled experiments, focus groups, surveys, etc.), and advanced data analyses (NPS/usage data/tickets data/community platform/CSAT/etc.) to gather detailed insights of various cohorts of customers

● Present analyses and strategy to the leadership with recommendations for future action

2. Solve Problems At Scale

● Devise light-touch engagement strategies, such as email campaigns, webinars showcasing best practices, self-help training content, community platforms, etc., to solve specific customer pain points and drive product adoption.

● Drive and track process of creating awareness amongst customers to leverage existing resources such as the free onboarding assistance, self-help training platforms, knowledge base, etc.

● Develop new means of customer engagement to drive product adoption and penetration

● Research and propose methods of developing a strong customer intelligence framework

● Determine the right messaging for each customer and identify cohorts ofsimilar customers who can be targeted for increased adoption, plan growth, retention, renewal discounts, product feature training, etc. through specialized customer marketing campaigns

● Increase customer satisfaction levels over time (measured through churn, health scores and NPS). Observe patterns in customer metrics and use it to understand corresponding customer behavior with respect to adoption, growth, renewal and churn

3. Embrace Our Unique and Special Culture

● Solve problems collaboratively with various functional teams and build consensus across all stakeholders.

● Implement and support compliance to Freshworks compliance and information security processes

● Help foster company-wide culture of Customer Success

● Support the recruitment process to build high-performing teams that are strongly motivated and engaged. Inspire and lead by challenging and maximizing the team's strength and aligning its efforts to CXG org's strategy.

● Embrace and be a champion of our CHAT culture code of conduct (https://www.freshworks.com/saas/lets-chat-about-what-makes-freshworks-w ho-we-are-blog/

Background:

● MBA from top tier institutions with specialisation in Marketing, Strategy, or Consulting.

● 4-7 years of overall work experience preferably in business analysis, marketing, strategy consulting, or similar roles.

● A passion for solving customer’s problems through analytics and enhanced customer experience.

● Good with visual representation of ideas and exposure to customer marketing. Strong professional writing skills are a must.

● Work experience with raw data for customer insights, business and market analysis will be advantageous.

● Experience with a visualization tool such as Tableau, PowerBI, Spotfire, Sisense, etc.

● Organized, strategic and loves to be challenged

● Team player with strong communication and interpersonal skills

● Must be comfortable with driving problem solving sessions in collaboration with multiple stakeholders and in large groups.

● Must have demonstrated passion and track record for craftsmanship and being a true friend of the customer.

● Technical experience or past collaboration with engineering teams is a bonu

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.