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SalaryAbout 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.
Job Description
Digital Customer Success team deals with the high velocity accounts and drives retention as well as adoption. As a Program Manager, you are responsible for driving strategic initiatives, collaborate with teams and provide visibility to leadership.
What will you do:
- Develop and execute strategic engagement programs for Customer Success Managers (CSMs) within the Digital Customer Success team
- Foster robust collaboration with external teams across Freshworks to address specific requirements and enhance overall customer success.
- Formulate medium and long-term strategies aimed at reducing churn and increasing customer retention and adoption rates.
- Provide comprehensive visibility to the leadership team regarding current progress and future plans of the initiatives.
- Act as a cornerstone for operational efficiency by offering insights and recommendations based on data analysis.
- Focus on the buyer's journey, employing a mix of programmatic and account-specific tactics to deliver relevant content at the appropriate times.
- Thrive in a fast-paced environment, driving projects with efficiency and delivering results within quick turnaround times.
- Defines project scope, deliverables, roles and responsibilities in collaboration with internal business partners. Establishes, plans, and executes major milestone reviews and decision gates with stakeholders to complete the project life cycle.
- Prepare thorough Documentations - Project kick off presentations, Detailed Project schedule/Plans, UAT documentations, Project Trackers etc. Identifies, clarifies and communicates project vision, goals and objectives and how these support strategic objectives
- Demonstrate a passion for excellence through sound judgment, solid decision making and contingency planning Have excellent communication and presentation skills to articulate highly technical information in a clear and easy to understand manner.
- Strong sense of personal responsibility and accountability for delivering high quality work. Self-motivated individual that possesses excellent time management and organizational skills.
Qualifications
Qualifications
- Bachelor's degree in Engineering, Business Administration, Marketing, or a related field; Master's degree preferred.
- Atleast 5 years of experience as Program/Project Manager or similar roles. Experience with the Customer Success Team is a plus
- Exceptional strategic thinking and analytical skills, with a demonstrated ability to translate data into actionable insights.
- Strong communication and collaboration abilities, with a history of effectively engaging with cross-functional teams.
- Proficiency in using Excel, Power Point, PowerBI and project management tools
Additional Information
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.
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.
