Senior Manager - Customer Onboarding

Freshworks

Chennai, Tamil Nadu
Permanent
Full-time

17 days ago

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. 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 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes' Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.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 $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com.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 or 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, our communities and our business.Job Description

Lead a team of Digital Adoption Specialists, mentor and guide them to achieve business goals and objectives of Global Consulting
Coach and develop on consultative skills (industry and process) in the team, capture and share best practice.
Define, track, and measure KPIs along CSAT, adoption and outcomes.
Partner with internal and external stakeholders to set expectations, and handle escalations.
Define and optimize processes, drive knowledge management (use cases, and case studies)
Manage new hire onboarding and workload distribution.
Keep track of and provide regular updates to senior management on the business metrics, highlights and challenges.
Create feedback loop for product team.
Ability to quickly learn product functionality and SaaS ecosystem.
Ability to build relationships with Global stakeholders and work in a fast-paced environment.
Lead with empathy, nurture diversity and inclusion.
Strive to improve the processes around onboarding and configuration to make the experience seamless and delightful for new and existing customers.
Work cross-functionally with Customer Success, Support, and Product to prioritize recurring issues for the development team to resolve.
Devise and host customer trainings with Freshworks internal subject matter experts
Develop a deep understanding of competitor products, our customers environments, and the systems market at large.
Create Job description for various roles in the org

Qualifications

15+ years of product management and software / IT engineering industry experience
5+ years of experience of working in SaaS (software as a service) industry.
Experience communicating with technical and non-technical stakeholders at all levels across the business.
Bachelor's degree in computer science, Engineering, or a related discipline.
Proven record of building, managing and sustaining onboarding organizations.
Having a Masters in Business Administration is an added advantage.
Must have the ability to influence people at the business unit level.
Must have the ability to understand the technical and non-technical aspects of product development.
Experience developing technology solutions in a fast-paced environment.
Excellent problem-solving skills.
Excellent verbal and written communication skills.

Additional InformationMinimum Experience/Education

Define the long-term strategy and vision for the team, leveraging broad customer research, customer experience and new technologies to deliver great experience to our customers during the onboarding stage.
Bring value addition by thinking big and continuously pitching new ideas.
Define and own the team OKRs.
Experience implementing SaaS products in customers' technical environments.
Eagerness and comfortability learning new technologies.
Highly accountable and self-motivated, comfortable owning projects from conception to launch.
Ability to work independently with excellent time management and prioritization skills.
Excellent communication skills across mediums and audiences.
Strong problem solving and critical thinking skills with a can-do attitude.
Curiosity, empathy, and an eagerness to learn about products, our customers, and their environments.
Ability to juggle multiple projects and customers at the same time with unfaltering consistency.
Build a world class team of Onboarding specialists.

Preferred Experience/Education

Prior work experience in B2B SaaS product companies in domains relevant to Freshworks suite of products.
Prior exposure to tools like Power BI, CRM, Calendly, etc.
The proven track record of consistency in overachieving targets.

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.

Freshworks

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