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 design software for the end user. More than 60,000 companies - from startups to public companies - worldwide use Freshworks software-as-a-service (SaaS) to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM).

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).

About the Role:

Are you a customer-focused strategist with a track record of turning user experiences into compelling narratives? We're seeking a visionary leader to join our customer engagement team as the Global Manager of Customer Advocacy. In this role within our Marketing Organization, your work will drive customer retention and revenue growth as you amplify brand awareness by harnessing the power of customer relationships, transforming satisfied users into passionate advocates. Your expertise will be the driving force behind our customer advocacy and reference programs, forging impactful partnerships that resonate with prospects and our vibrant community.

As a key driver of cross-functional collaboration, you'll orchestrate seamless interactions between sales, product, marketing, and customer-facing teams across the globe. Your role will involve translating customer proof points into advocacy assets that illustrate Freshworks unique differentiators in the market. Your discerning judgment and unwavering customer-first mindset will shape our approach as you navigate a dynamic environment with autonomy and enthusiasm.

Your mission extends to strategically targeting premier brands for advocacy, offering invaluable guidance to your team on strategy formulation and execution in North America, Asia, India, and Europe. Building and nurturing robust relationships with key customers will be second nature to you, ensuring their Freshworks journey is nothing short of exceptional, and ultimately, converting them into vocal advocates.

Key Responsibilities:

1. Strategic Advocacy Programs: Drive the conception and implementation of strategic advocacy initiatives, showcasing Freshworks' solutions through compelling stories. Forge potent relationships with top brand stakeholders, deeply understanding their goals to craft impactful programs spanning case studies, webinars, events, and press releases. Your expertise will empower these premier clients to achieve remarkable business outcomes.
2. Team Leadership: Lead a geographically dispersed team of high achievers, shaping advocacy strategies across key markets. Master the art of delegation, provide precise guidance, and effectively monitor progress towards milestones.
3. Customer-Centric Content: Direct the Customer Stories pipeline, collaborating with our content team to shape and distribute captivating stories across multiple channels, from web and video to social media.
4. Measurement and Goals: Take charge of measurable targets and key performance indicators (KPIs) encompassing customer stories, references, and PR/AR endeavors. Your data-driven insights will align seamlessly with overarching business objectives, like pipeline and revenue, and you'll present regular updates to senior leadership.
5. Cross-Functional Synergy: Forge strong partnerships with Sales, Marketing, Product, and other internal units, ensuring advocacy dovetails seamlessly with broader business objectives. Collaborate on pivotal joint initiatives to propel customer advocacy and understanding among press, investors and analysts.
6. Product Insight Loop: Collaborate closely with the Product team, translating customer insights into product enhancements and feature prioritization.

• Bachelor's degree in Business, Marketing, or a related field
• 10-12 years in customer advocacy, customer success, account management, or a similar role within the SaaS or technology industry
• A proven track record of leading high-performing teams
• Proficiency in building strong relationships with stakeholders at all levels
• Exceptional project management skills with a knack for handling multiple priorities and deadlines
• Innovator and creative problem solver who thrives in a fast-paced environment
• Exceptional written and verbal communication skills, adept at crafting compelling stories and communicating complex concepts
• Persuasive listener with a flair for influencing outcomes
• Quick decision-maker in multi-stakeholder environments
• Self-motivated and proactive with a history of delivering results independently
• Join us in transforming customer experiences into global advocates, propelling Freshworks to new heights of impact and influence. If you're an innovative thinker ready to make your mark, we invite you to embark on this exciting journey with us.

These are some benefits you can expect from us in return:

• Company funded Life & Long-Term Disability insurance
• Learning & Reading budget of up to £1.000 per year
• Fitness budget of up to £30 per month
• Free yoga classes twice a week
• Cycle to work Scheme
• Fully stocked pantry with healthy fruits, snacks, gourmet coffee, and breakfast options
• Company Funded Employee Assistance Program (EAP) for both you and your family
• 25 days annual Paid-Time-Off (PTO) 
• Discounted Tax Support Services

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.