About Freshworks

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. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. 

About the role

Online Community - grow the number of registered users, increase user engagements and interactions (between peers and also between users and Freshworks), increase the engagement with virtual events through the community, reduce incoming contacts to Customer Support through

• peer-based issue-answering and contact deflection, and creating user groups associated with in-person events to harness and continue community-building beyond actual events themselves. 
• Academy - grow the catalog of courses in number and thematic breadth (encompassing all products and including best practices) and grow engagement with educational courses/certifications (number of Academy users, number of courses started, % of courses completed, average number of courses completed per user).
• VoC - increase customer engagement through focus groups and Customer Advisory Councils and fuel insights into concrete service and provide improvements that have a positive impact on revenue 
• Role encompasses all strategic decisions regarding the online community, the Academy, and VoC in terms of their future direction, the ownership of all function KPIs, the management of technical vendors, and collaboration with internal stakeholders on ensuring value realization from all functions.
• Team size includes three Leads (for Community, Academy, and VoC) reporting into this role who run day-to-day operations of their respective functions, as well as three lower-level supporting roles in each function, who are primarily mentored and guided by the three Leads.
• Scope of role is global within all functions.
• Budget limited to occasional rewards and recognitions - perhaps $50k/year - plus tech costs through third-party solutions (Insided for community, Northpass for Academy, TBD for VoC)

• Minimum 8-10 years experience (combined) in at least two of the functions associated with the Community/Insights group - online community, VoC, and/or Academy
• Demonstrable experience growing customer engagement via online community form
• VoC engagements, or customer-facing learning resources
• Proven track record managing a global team of leads and engaging primarily in strategic direction
• Prior experience in a software company in one or more of the key Freshworks domains - CX, IT, CRM
• Track record managing vendor relationships
• Prior experience in a fast-growth SaaS start-up environment
• History of working on a global scale with wide-ranging client diversity
• Superior program management and project management capabilities
• Demonstrated excellence in working collaboratively with typical SaaS stakeholders (Sales, Customer Success, Product, Product Marketing, et cetera)
• Excellent team management and motivation skills

The Manager, Customer Engagement (Community and Insights) plays a key role in strategically directing key forms of customer engagement outside of Sales and Customer Success, with a focus on increasing product awareness and adoption through generating customer-to-customer and Freshworks-to-customer engagement. The role also serves to build a wider community of customers that impacts revenue through greater loyalty and also ensures that the customer voice is harnessed for product and service improvements

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.