Specialist - Customer Success

As a Specialist in Customer Success, you will be a key driver of long-term value for our customers. You will proactively engage with a portfolio of clients to provide strategic and tactical guidance, ensuring they maximize the value they get from the Freshworks suite of products. Your primary goal is to build strong relationships, become a trusted advisor, and ensure our customers achieve their business objectives, leading to higher product adoption and retention.

This role is ideal for a customer-centric individual with a talent for problem-solving and a passion for technology, who thrives on helping others succeed.

Roles & Responsibilities

1. Proactive Customer Engagement & Relationship Management:

• Proactively engage with customers based on defined engagement models, with a focus on building long-term partnerships. (Experience in the enterprise segment is a plus).
• Establish and nurture relationships with key customer stakeholders, mapping out organizational structures to build a comprehensive relationship management program.
• Act as the primary point of contact and a trusted advisor for your customer portfolio.

2. Product Expertise & Solutioning:

• Develop and maintain deep product knowledge across all Freshworks product lines.
• Understand and document customers' business flows and use cases to provide tailored solutions.
• Conduct effective product demonstrations and design solutions that address specific business needs, ensuring the best product fit.

3. Value Realization & Adoption:

• Own two key metrics: increasing product adoption and ensuring customer retention.
• Evaluate how customers are using their Freshworks investment and identify opportunities for them to gain efficiency and effectiveness.
• Promote awareness of the latest product innovations and features to drive excitement and continuous value.

4. Internal Collaboration & Program Execution:

• Work closely with internal cross-functional teams (Product, Sales, Pre-Sales, Marketing, Support) to ensure customer issues are resolved and solutions are effectively implemented.
• Collaborate with Program Managers to use data-driven insights to run focused and result-oriented customer engagement programs.
• Implement and support Freshworks' compliance and information security processes.