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:

Nearly 50% of churn happens within the first year of the customer’s life cycle. Thus, the first year of the customer’s post-purchase period is critical in terms of them learning the product, adopting and using it for long term success. 

The Seamless Start program is an ambitious new initiative to provide a delightful experience for each and every new customer that purchases a Freshworks product, guiding and hand-holding them to drive value realization from Day 1 through product adoption and personalized engagements.

The Associate Program Manager (APM) would be responsible for implementing, scaling and continuously improving the Seamless Start customer engagement model. It would include consistent achievement of engagement, adoption and usage targets. He/She would be conducting regular analysis of the individual performance of CSMs and customer feedback, for identifying improvement opportunities in our internal processes and personnel and implement them. 

The ideal candidate for this role would be team-oriented, methodical, analytical and above all, obsessed with customers. He/ she should also possess the qualities of a mentor leader, guiding & enabling team members to excel and perform better.

Key Responsibilities:

• Develop a robust & scalable research framework for understanding customers’ business requirements and preparing a pitch and roadmap for the realization of their goals using our product(s).
• Develop a strong framework for facilitating consistency of performance across team members in terms of driving customer engagements, sign-ups for onboarding and product adoption.
• Conduct studies to find gaps in the Seamless Start process and coach team members to excel and perform better by equipping them with the right tools & skill-sets.
• Create innovative solutions and initiatives for improvement in driving product adoption and usage at scale in collaboration with business analysts.
• Setup quality audit systems to ensure consistency and delight in customer experience.
• Monitor KPIs and drive systematic initiatives.

Conduct pilots on new initiatives and improve the program through continuous improvement.

• 4 to 7 years of work experience

• Should be entrepreneurial: self-starter, a go-getter, and should be comfortable with ambiguity

• A track record of managing complex processes/projects

• Passion for technology and for pushing new concepts, products, and services

• A strong bias toward collaboration and the ability to work effectively in cross-functional teams

• Work experience in customer relationship management, GTM, Customer Success, services industry is a plus

All your information will be kept confidential according to EEO guidelines.

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.