Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end-user. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including American Express, Sony, Vice Media, TaylorMade, Sotheby’s, Stitchfix, OfficeMax, Multichoice, Delivery Hero, ITV, and Klarna.  

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

A change manager will play a key role in ensuring projects (change initiatives) meet objectives on time and on budget by increasing employee adoption and usage. This person will focus on the people side of change, including changes to business processes, systems and technology, job roles and organization structures. 

The primary responsibility will be creating and implementing change management strategies and plans that maximize employee adoption and usage and minimize resistance. The change manager will work to drive higher utilization and proficiency with the changes that impact employees. These improvements will increase benefit realization, value creation, ROI and the achievement of results and outcomes.

The change manager will also support project teams in integrating change management activities into their project plans.

Roles and Responsibilities of a Change Manager

The change manager will:

• Apply a structured methodology and lead change management activities
• Apply a change management process and tools to create a strategy to support adoption of the changes required by a project or initiative.
• Support communication efforts
• Support the design, development, delivery and management of communications.
• Assess the change impact
• Conduct impact analysis, assess change readiness and identify key stakeholders.
• Support training efforts
• Provide input, document requirements and support the design and delivery of training programs.
• Complete change management assessments
• Identify, analyse and prepare risk mitigation tactics
• Identify and manage anticipated resistance
• Consult and coach project teams
• Create actionable deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan
• Support and engage senior leaders
• Coach managers and supervisors
• Support organizational design and definition of roles and responsibilities
• Coordinate efforts with other specialists
• Integrate change management activities into project plan
• Evaluate and ensure user readiness
• Track and report issues
• Define and measure success metrics and monitor change progress
• Support change management at the organizational level
• Manage the change portfolio

Skills and Qualifications

• 8-10 years of Change Management Experience with strong exposure to Project Management 
• Is hands-on with the Change Management Projects 
• A solid understanding of how people go through a change and the change process
• Experience and knowledge of change management principles, methodologies and tools
• Exceptional communication skills, both written and verbal and  active listening skills
• Ability to clearly articulate messages to a variety of audiences
• Ability to influence others and move toward a common vision or goal
• Flexible and adaptable; able to work in ambiguous situations
• Organized with a natural inclination for planning strategy and tactics
• Problem solving and root cause identification skills
• Must be a team player and able to work collaboratively with and through others
• Acute business acumen and understanding of organizational issues and challenges
• Familiarity with project management approaches, tools and phases of the project lifecycle
• Experience with large-scale organizational change efforts
• Change management certification or designation desired

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.