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Lead - Onboarding Specialist (Digital Adoption)

Chennai, IndiaFull Time Senior level

Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks Software-as-a-Service (SaaS) products provide a 360-degree view of the customer, are ready to go, easy to use, and offer a quick return on investment. Headquartered in San Mateo, USA, Freshworks 2,000+ team members work in offices throughout the world. Freshworks has global offices in India, Singapore, Australia, UK, Netherlands, France and Germany. The company counts over 220,000 businesses in its customer-for-life community around the world including Honda, Bridgestone, Hugo Boss, University of Pennsylvania, Toshiba, Sling TV, Sotheby’s and Cisco.

Freshworks’ suite of products that transform the way world-class organizations collaborate with customers and co-workers, include Freshdesk (Omni-channel customer support), Freshservice (IT Service Desk), Freshsales (Intuitive fully-integrated CRM), Freshmarketer (Marketing Automation Suite), Freshteam (HR Management System for growing teams), Freshchat (Modern messaging software) and Freshcaller (Cloud PBX system).

Freshworks has received numerous accolades from analysts and media including making it to Forbes’ Cloud 100 list, Economic Times Startup of the Year, 2019 LinkedIn Top 25 Companies to Work for in India and a listing on the Magic Quadrant for CRM Customer Engagement & IT Service Management. While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation. Freshworks has raised over $250 million in the capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com.


Overview: 

 We are looking for a bright team lead to manage onboarding specialists who onboard customers and provide enterprise level technical support to our customers. Analyst will gather the requirements via phone, web, email, chat and other channels as required and provide the best in class implementation/adoption services of the product. 


Responsibilities: 

● Collaborate with colleagues at all levels throughout the entire organisation to find the answers you seek

● Provide product training and product demonstrations during the engagement

● Manage and Mentor a team of Onboarding specialists. 

● Take complete ownership of DAP program and region/product assigned. Providing the best possible customer experience and guide them through product adoption.

● Fast learner, Must become a subject matter expert in Freshworks products.

● Providing best practice knowledge and innovative methods to set the team up for success.

● Manage adoption and churn metrics. Manage weekly, monthly cadence with Manager and Directors.

● Foresee the customer vision, dig deeper on the requirements as and when required.

● Educate & empower team to become better at providing exceptional customer service.

● Manage utilization and adoption metrics and drive the engagement within deadlines.


Requirements: 

● Minimum of 8+ years’ experience in the software/tech industry

● 4+ years experience in leading a  team of 10-20 members

● Technical Expertise and great team management skills

● Good to have a hands-on experience with configuring SAAS products such as workday, salesforce, Zendesk, Servicenow

● Good communication skills and written skills 

● Willing to work in the allocated shifts.

● Capable of working on a cross-functional team to solve business & tech problems

● Understand the customer requirements and passion to provide solutions


Good to haves: 

 ● 8+ years’ experience in Customer Success / Customer Support / Pre-sales within an enterprise software organisation and 3+ years in managing teams.

 ● Knowledge of SaaS business model, SaaS technologies, and related applications

 ● Experience with ITSM and ITIL a big plus

 ● Knowledge with web dev technologies (JavaScript, HTML, CSS) a big plus

 ● Proven time management skills in a dynamic support environment

 ● A background in Technology.

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