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).

As an Outbound Product Manager for Freshworks, you will be the voice of the product to
clients, prospects, and GTM stakeholders. Your techno-functional expertise combined with
overall business acumen will allow you to have complete ownership of the external roadmap
for the product, related solutions, and competition. Partnering closely with inbound product
managers and product marketing teams, you will be responsible for developing and executing go-to-market activities that drive business performance, product adoption, and customer satisfaction. In this role, you will facilitate Sales to position the product to the best of its capabilities to improve top-line growth and work with CSMs on client retention strategies from a product perspective. You will be the voice of the customer and will consolidate and funnel market/client feedback to the Product backlog so that it can be prioritized by the Inbound Product managers for ideation and development.

Areas of Responsibility

• Product Liaison
  • Liaison between Product and CXG - Streamline Client asks
    • Work with CXG to identify holistic areas of strengths and weaknesses of the product based on the needs of our existing clients
    • Identify those features, that will have the maximum impact on mitigating churn across the global client portfolio (Source - CXG functions like CSM, Support, Onboarding and Implementation)
    • Understand the regional specific dynamics and pass feedback to the outbound PMs
    • Work with CSMs to identify alternate solutions (Technical, Functional or Business oriented) to client problems to prevent them from churning
  • Liaison between Product and Sales
    • Sales enablement/training - Upskilling GTM teams at scale rather than reactive responses
    • Hold regular discussions at scale to keep educating the revenue-generating functions on the new feature releases and how they can be positioned as part of the solution along with other existing features
    • Help Presales think of out-of-the-box solutions based on Product Strengths and Weaknesses
    • Support the Sales enablement teams to conduct sessions that would help Sales and Presales understand the Product Vision and positioning
• Product Evangelism
  • CXG - Participate in client discussions and quarterly business reviews (for marquee logos) as needed to gather first-hand product feedback, highlight relevant new product releases that support the client’s own business objectives
  • Sales and Presales
    • Facilitate and support Sales org to close deals by articulating the product vision to prospects in the best possible manner
    • Identify a prospect’s long-term and short-term goals and articulate how the roadmap would make sense from the perspective of the prospect
    • Speak at conferences and product events that would build confidence in the product
• Product Adoption - Interact with clients to identify areas where product adoption can be improved to improve the stickiness and prevent churn
• Organize and Classify market feedback - Classify client asks what can be productized and what needs to be custom built. The ones that need to be productized can be mapped to an existing roadmap item or can be classified as a quick win to push for development
• Propose and scope best-in-class Custom app solutions - For features that require custom development via SI partners, work with SI partners and the client to propose best-in-class solutions that are commercially viable for prospects. Advise Sales with the custom apps approach based on whether it will affect the TCO of ownership of the solution
• Understanding the Product vision - Understand the roadmap in detail (not just headlines) to come across as consultative during client discussions and propose solutions that take into account what we are building
• Competitive Intel - Study the strengths and weaknesses of the competition to position the product effectively to our prospects against the competition. Enable Sales and CSMs to speak about the value of the product to facilitate them to defend our pricing and positioning
• Cross-functional collaboration - Collaborate effectively with Inbound Product managers, PMM, and Engineering and pass on consolidated market feedback
• Product Implementation - Help Implementation teams in a consultative fashion with marquee high-value sophisticated implementation projects
• Consultative approach - Become the SME for the solution and have in-depth knowledge of the entire breadth of the solution
• Regional Dynamics - Enable sales with intricacies of region-specific strategies to position the product effectively

• 6+ years of relevant work experience.
• Experience working in a fast paced, fluid environment where priorities shift on a regular basis.
• Experience communicating with and influencing functional and technical team members at all levels of the organization.
• Experience working as part of a collaborative, cross-functional software design and development team.
• Experience creating, prioritizing, and accepting user stories.
• Experience conducting user research and testing to understand needs.
• Experience conducting competitive research and analysis.

The annual base salary range for this position is between:$123,600—$206,000 USD
Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available

Summary of Freshworks Benefits:Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits 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.