Role :
Customer Success Associate
Location :
Chennai, Tamil Nadu, India
JOB DESCRIPTION:
The Customer Success Associate will proactively engage with customers to provide strategic and tactical guidance to them in order to increase the value they acquire from Freshworks suite of products.
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What you will do
Engage proactively with customers using the engagement model (based on customer segment) laid out
● Understand and document customer’s business flow (for large customers) and deep understanding of use-cases
● Have deep product knowledge of all product lines. Ability to showcase product demo + work out solutions for business use cases using best product-fit
● Aligning with key customer stakeholders to establish a stronger customer relationship management program (stakeholder mapping)
● Evaluate how customers manage their Freshworks product suite investment & identify efficiency and effectiveness gains (process & tools)
● Promote awareness of the latest innovations Freshworks is releasing (products/features in pipeline)
● Work with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing, support etc.) to ensure customer’s issues/solutions are addressed
● Work with Program Manager (Customer Success) to derive data driven insights/intelligence to run focused and result-oriented customer engagement programs. Understanding of SaaS metrics and
● Own two key metrics (Increase Product-Adoption & Customer Retention)
● Use customer management tool (Natero) (Training will be provided to get familiar)
● Implement and support compliance to Freshworks compliance and information security processes
Education Required:
- Bachelor’s Degree in Computer Science + Business Education preferred
- 1-3 years of relevant work experience in a customer-facing role out of which majority in a Customer success/retention portfolio
skills
Proven track record of establishing themselves as a strategic trusted advisor to clients
● Must be able to take complex client and vendor concepts and articulate them to an audience of varying perception levels
● Very Strong written and verbal presentation/communication skills (ESSENTIAL)
● Self-starter who can own ongoing customer success of both large and small clients
● Ability to report and share client’s status on a timely/pre-defined interval
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