Freshworks is looking for an exceptional addition to our Customer Success team in Utrecht. Being a customer champion is part of our culture and a guideline for anything we do. Our team plays a central role in this effort and is the primary driver to retain and develop our existing customers.
As a Senior Customer Success Manager, you will act as a strategic consultant and trusted advisor to our mid-market and enterprise customers. You dedicatedly engage with key partners and help them use the Freshworks platform fully. The foundation for this engagement is a precise understanding of our solution as well as in-depth knowledge of the client's business and industry trends.
Responsibilities:
‘Own the customer’ as the primary point of contact, demonstrate value and drive Freshworks adoption to achieve business goals
Work closely with the Account Manager to develop Account Plans for your customers which will be the roadmap for account expansion
Partner with the Account Manager to help ensure expansion opportunities are identified and closed successfully
Work closely with professional services, support and partners to deliver seamless 360-degree support to meet customer needs
Be consultative and build in-depth relationships and a complete understanding of their business goals and objectives
Build credibility, and relationships, and influence C-level stakeholders by advocating our ‘Customers for Life’ philosophy
Be passionate about the products, understand the outcomes the freshworks product and its features deliver to customer's goals; be able to quantify impact with a value assessment framework and ROI models
Provide coaching and education to improve adoption of the Freshworks product
Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars and blogs
Introduce and implement new products and features to your customers based on needs that you have uncovered in your conversations
Collaborate with internal stakeholders (Engineering, Product, Sales, Support, and Execs) to complete customer goals, be the “Voice of the Customer” to provide visibility and/or escalations, and maintain strong reference ability across your book of customers