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. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).
Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including American Express, Sony, Vice Media, TaylorMade, Sotheby’s, Stitchfix, OfficeMax, Multichoice, Delivery Hero, ITV, and Klarna.
Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).
We are looking for an exceptional marketing leader to join our community team and own the strategy and execution of the Freshworks Community Program. At Freshworks, our vision is to enable businesses to win “Customers for life. The Community team at Freshworks exists to build and grow a loyal tribe of evangelists and advocates from our user base with a sense of strong belonging to the Freshworks brand.
The Community Marketing lead role is responsible for strategizing and designing key programs aimed at onboarding our multi-segment user base and driving persona-based engagement and growth initiatives. This role will also entail high visibility and cross-functional collaboration with the organisation. The ideal candidate is comfortable handling all aspects of building and scaling a highly engaged user community with focus on driving advocacy and growth.
Conceptualise and establish an innovative digital strategy to grow a vibrant and diverse community of Freshworks users, advocates, prospects and partners
Understand Freshworks's customers across segments and personas and devise programs that align with overall business goals to build awareness, generate pipeline, accelerate activation and drive advocacy
Manage the recruitment and on-boarding of community members via digital channels, in-product placements, social media and referrals
Develop content calendars, campaigns and gamification programs to ensure we are providing valuable content to all member segments and driving engagement
Collaborate with Product, GTM, Partners and other Marketing functions to ideate, build and scale strategic programs aimed at increasing the Community's growth and sustainability
Work collaboratively with external thought leaders and community champions to create and curate engaging content to support business goals
Identify effective strategies for embedding Community into the customer and prospect lifecycle journey
Develop creative programs to cross-pollinate, connect and amplify our customers’ stories across the community ecosystem
Collaborate with customer success, sales, account management and product marketing teams to constantly grow our community of advocates and referrals across all products
Identify and nurture high value customers to share relevant stories through acts of advocacy
Partner with Product teams to identify and derive insights from customer sentiment and product feedback from the Community base
Educate key internal stakeholders (e.g. sales, customer success, support and product marketers) on the strategic benefits of Freshworks Community
Responsible for tracking and measuring the effectiveness of community programs, impact on key business metrics and track overall ROI for Freshworks
Provide opportunities for customers to connect with similar professionals and industry leaders to help them learn and drive success in their current role and industry
Design the overall game-mechanics program to incentivise community engagement and acts of advocacy, developing and managing the real-world rewards program based on customer segments and personas
5+ years of Marketing/Community/Customer Marketing roles in a B2B enterprise organization
Be an innovative thinker, creative problem solver and effectively manage multiple on-going assignments in a fast paced, fluid environment
Ability to effectively influence both internal and external stakeholders across all levels of the organization
Strength in collaborating with cross-functional teams across geographies and ability to get things done
Excellent communication and organizational skills
Exceptional time and project management skills and process orientation
Ability to build and maintain effective customer relationships
An eye for quality and attention to detail
Results oriented with experience using qualitative and quantitative metrics with a focus on revenue, conversion, adoption, and other marketing goals.
Experience launching and managing a Global Community platform is a big plus!