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
In the SaaS world, integrations are the backbone of a seamless customer experience. They empower businesses to connect disparate systems, automate workflows, and unlock valuable insights. This role is all about building those bridges – driving a thriving app ecosystem that enhances our platform's value, boosts customer satisfaction, and drives business growth.
The ideal candidate will possess strong experience in integrations including owning a strategic vision, building a product strategy around out of the box integrations plus partner integrations taking these from ideation to execution.
They will have a proven ability to drive results in a fast-paced environment. They will be a passionate leader for the marketplace, with a deep understanding of customer needs and the ability to translate those needs into actionable solutions.
Qualifications
Roles and Responsibilities
Develop, implement and communicate a scalable strategy to enhance the overall health and performance of the app ecosystem.
Strategically collaborate with the platform and partnerships teams to drive initiatives that strengthen the partner ecosystem and build high-value integrations that enhance our joint customer value proposition.
Lead the strategic direction for integrations related to our Customer Experience stack ensuring seamless data flow and optimized internal and external user experiences.
Employ data-driven insights to continuously iterate and refine marketplace app offerings.
Systematically gather and analyze customer feedback to enhance marketplace app features and overall user experience.
Define the strategic goals for the CX integrations and partner ecosystem that drives a roadmap that aligns with the organisational objectives and customer needs.
Translate business needs, partner requirements, and customer feedback into detailed product requirements, user stories, and acceptance criteria.
Effectively communicate progress, challenges, and strategic decisions to senior leadership and other key stakeholders.
Monitor key performance indicators (KPIs) for marketplace app success, analyzing post-launch metrics to assess impact on user engagement and churn
Mentor other Product Management team members
What we are looking for
Product management experience of at least 8+ years, and over all 8 -12 years.
Preference for candidates with prior integrations/marketplace apps experience
SaaS experience (preferred, not a must have)
Min qualification : Min bachelors degree in a Tier 1 college
Location: Bengaluru/Chennai/Hyderabad (Work from office from Tue to Thurs)
Additional Information
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.
