Customer Success Specialist (Top Tier)

Company DescriptionAbout FreshworksFreshworks 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 DescriptionProfessionally manage relationships with a portfolio of assigned accountsBuild executive relationships within the customers organizationMake sure you exceed customer retention goals and ensure consistently high retention ratesBuild and maintain strong, trusted working relationships with key decision-makers and power users starting from onboarding and throughout the customer lifecycleGain a thorough understanding of assigned client's needs, objectives, and processes to ensure that they successfully adopt and deploy Freshworks suite of productsEnsure that customers derive maximum value from Freshworks and collaborate with the sales team to help upsell additional services, integrations, and featuresIdentify risks to client success and aggressively/proactively engage the client whenever there's an identified retention issueDevelop and execute retention plans for customers who may be at riskDrive resolution of escalated account issues in coordination with Billing, Support, and other departmentsGain and maintain expert knowledge of Freshworks's products and servicesBe a voice for accounts internally and help senior leadership understand product concerns, shortcomings, and missing features that are retention risksManage contract related inquiries, questions, and issues from clients and other departmentsLiaise with other team leaders to make sure that Freshworks's clients are getting the best service possibleQualifications4 to 7 years proven success in Customer Success/Account Management/Consulting role for a SaaS/product companyProven expertise in handling enterprise customers across IndiaProven track record of building strong executive level relationshipsExperience with account portfolio planning, management, and prioritizationStrong project management capability and ability to multitaskHigh attention to detail and willingness to get "in the weeds" to fix a problemKnowledge of customer success best practicesExperience driving client adoption of technology or software productExceptional communication and relationship management skillsAdditional InformationAt 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.