Manager - Business Applications
Freshworks
- Chennai, Tamil Nadu
- Permanent
- Full-time
- Act as a SME & Process Expert for the Customer support business unit
- Partner with the Product Managers on the Freshworks product to understand and align the product roadmap to the functional requirements in delivering required functionality for the business stakeholders
- Build periodic management review reports and metrics
- Setup Process documentation and architecture diagrams for their said systems
- Develop detailed roadmap based on user requirements and establish traceability to business vision
- Actively work with internal development teams to conduct gap analysis of different solutions (both internal and external) and identify the best path forward.
- Assist in UAT and change management for Projects
- Collaborate on all business readiness activities including end user training and product testing
- Relevant experience of at least 8 years working in a SaaS / IT environment with working knowledge on Support Desk and Support automation tools such as Freshdesk, Zendesk, Zoho desk, Salesforce Service Cloud, HubSpot Service Hub.
- In depth understanding of Support Desk system, Chat and Contact Center systems in tandem with business processes
- Experience in developing user maps, journeys and process flows
- Basic understanding of integrations and technical capabilities of tools
- Excellent written and verbal communication skills a must
- Ability to manage ambiguity and translating the same into results
- Strong focus on requirement gathering and translating into tech specifications
- Ability to work with multiple stakeholders and drive consensus
- Strong desire to take ownership of a set of business needs and drive delivery of operational and technical processes to meet these product needs
- Master's Degree in computer science, engineering or an equivalent combination of skills, training, and experience is required
- Collaboration mindset - this is a highly cross-functional role
- A do-what-it-takes attitude.