Lead - Customer Engagement

Company Description

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. 

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. 

Fresh vision. Real impact. Come build it with us.

Job Description

The Lead - Customer Engagement, coordinating closely with customer and internal teams (Product, Engineering, Marketplace, Sales, Pre-Sales and Support) is responsible for planning, execution and successful implementation of our SaaS products for our customers. The Engagement Manager manages cross-functional teams who are responsible for delivering the implementations on time for our customers with quality results.

Major Responsibilities:

• Be the prime contact for customers during implementation and deployment of our software and services.

• Be responsible for all aspects of project management and coordination, including scope and change request management.

• Work closely with project sponsors and stakeholders in defining project goals and objectives as well as planning and delivering the project

• Work closely with customers and internal teams to develop, execute, and monitor implementation/deployment plans to successfully deliver solutions within agreed upon timeframes

• Conduct pre-kick-off and kick-off meetings to establish and communicate project plans, milestones, goals, and associated processes.

• Lead the development and implementation of a coordinated set of plans and programs for all phases to meet the goals and priorities of the projects.

• Participate in establishing practices, templates, policies, tools and partnerships to expand and mature these capabilities for the organization.

• Ensure the prime objective of “delivering moments of wow to our customers” is always met.

• Define resources requirements, organize project teams, and ensure projects are staffed with adequate and appropriate resources.

• Establish and manage communication and risk management plans.

• Coordinate and manage onsite customer visits.

• Monitor and track project progress and work efforts on a daily basis, and report project status to senior management and other stakeholders.

• Coordinate with customer and internal teams to develop work/change orders when needed due to changes in scope, schedules, and dependencies.

• Communicate clearly with management, customers, sales, and developers to ensure business requirements are translated accurately for implementation.

• Recommend product enhancements and new product opportunities to the Product Management team.

• Work closely with sales and implementation services to scope and estimate customer engagements (Pre-Sales).

• Work across multiple time zones.

• 20+% travel may be required.

• May require working outside office hours.

Qualifications

• 5-7 years of Professional Services experience as a project or program manager overseeing delivery of SaaS implementation projects such as Salesforce, Zendesk, ServiceNow, Jira, etc. 

• Formal project management training and/or certification (PMP Certification is a strong plus)

• Proficient in software projects/products implementation

• Experience in using project management and presentation tools

• Experience in writing business requirements and functional specification documents

• Excellent written and oral communication skills

• Strong organizational, presentation, and coordination skills

• Ability to prioritize, work creatively, and perform tasks in solving problems in time-critical situations

• Excellent leadership and interpersonal skills

• Proven track record of working concurrently on multiple customer engagements

Additional Information

The expected base salary range for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future.

Compensation Package

$100,200-$143,980 USD Base Salary + Variable Compensation (where applicable)

Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

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.