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 affordable, quick to implement, and designed software for the end-user. More than 50,000 companies -- from startups to public companies -- worldwide use Freshworks software-as-a-service to enable a better customer experience (CX, 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 Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

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).

We are looking for a creative customer marketing professional to join our global Advocacy team to build out a formal Customer Reference program in North America. In this role, you will be directly responsible for driving revenue growth through the creation of compelling customer references and evidence materials, strengthen relationships with existing customers and build brand awareness.

This role provides high visibility and involves cross functional collaboration where you will be working hand-in-hand with sales, product, marketing and customer facing teams in the region to identify and develop customer proof points and advocacy assets. You will be expected to manage timely deliverables and support requests for customer advocacy coming in various formats involving varied internal review cycles, each requiring new perspectives and creative approaches. You will be expected to demonstrate sound judgement while ensuring a strong customer-first approach. 

You need to be comfortable working in a highly dynamic environment and will enjoy if you’re a self-starter and like having autonomy driving your initiatives. 

Responsibilities:

• Build a structured customer reference program strategy  and own the day-to-day execution of the program
• Recruit customer references and build advocacy database aligning to sales, product and growth marketing needs in the region
• Take complete ownership in developing and delivering the customer reference materials and resources required for the region
• Work closely with Sales teams to identify the right references contributing to deal acceleration  
• Build customer reference tracking system within Customer Success platform to measure impact of the program
• Build trusted relationships with customers ensuring their needs and expectations are met in the reference building process
• Partner with Sales enablement to evangelize customer reference content
• Manage incoming service requests from Sales & Marketing teams and adhere to stipulated SLAs
• Partner with the Advocacy lead and content team in developing customer stories for the region 
• Create new strategies and processes to help expand the program and increase the number of customer references.
• Provide monthly metrics and insights to track impact & growth

• 3-5 years of Customer Marketing/Program Management roles in a B2B enterprise organization
•  Innovative thinker, creative problem solver and effectively manage multiple on-going assignments in a fast paced, fluid environment
• Strong in collaborating with multiple cross-functional teams with a go-getter attitude
• Real passion for building customer advocates and developing customer experiences
• Proven track record of successfully handling stakeholder relationships at all levels
• Excellent communication and organizational skills
• Exceptional time and project management skills and process orientation
• Ability to build and maintain effective customer relationships
• Listening and persuasion skills
• Strong bias toward action with the ability to make decisions quickly amidst multiple stakeholder

Summary of Freshworks Benefits:

Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESSP, Flexible PTO + paid time off, flexible spending, commuter benefits, work from home, and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

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.