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
Are you a customer-centric problem-solver with a passion for technology? Freshworks is seeking a dedicated and detail-oriented Customer Onboarding Specialist to join our Professional Services team. In this pivotal role, you will be the trusted advisor for new customers, guiding them through a seamless and successful adoption of our products. You will be instrumental in ensuring our customers not only launch our solution effectively but are also set up for long-term success and value realization. This is an exciting opportunity to blend your communication, project management, and technical skills to make a direct impact on customer satisfaction and product adoption.
Key Responsibilities:
Be the Customer's Champion: Serve as the primary point of contact and trusted advisor for customers throughout their onboarding journey, building strong relationships and fostering confidence from day one.
Execute with Excellence: Methodically implement structured onboarding plans, tailored to meet the unique needs and business objectives of each customer.
Tailor the Solution: Expertly configure and customize product settings to align with customer requirements, ensuring a personalized and effective user experience.
Drive Proactive Engagement: Continuously monitor customer progress, proactively gather feedback, and swiftly address any concerns to ensure a smooth and positive onboarding experience.
Document for Success: Develop and maintain comprehensive technical and architectural documentation, including system configurations, integrations, and customizations, to ensure clarity and continuity.
Innovate and Improve: Actively identify and champion opportunities to enhance the onboarding process, contributing to a continuously improving customer journey and heightened satisfaction.
Empower Through Education: Deliver engaging product training sessions and share best practices to ensure seamless user adoption and a deep understanding of product capabilities.
Foster Seamless Collaboration: Work cross-functionally with Sales, Customer Support, Product, and Engineering teams to effectively resolve any onboarding challenges and deliver a unified customer experience.
Ensure Smooth Transitions: Provide comprehensive support for the post-onboarding handover to Account Management or Customer Success teams, setting the stage for long-term customer health.
Be a Product Leader: Instill confidence by devising innovative solutions to complex implementation challenges, assess the health of existing enterprise customers to suggest improvements, and act as a key conduit for customer feedback to the product development team.
Stay Ahead of the Curve: Remain current with the latest industry trends, Freshworks product updates, and best practices in customer experience to continuously elevate your capabilities.
Qualifications
Qualifications & Experience:
Educational Background: A Bachelor’s degree in Business, Information Technology, Communications, or a related field is preferred.
Industry Experience: An overall 5-7 years of relevant professional experience.
Specific Experience: A minimum of 2 years of direct experience in onboarding, customer success, or account management.
Industry Knowledge (Preferred): Experience in SaaS
Core Competencies:
Customer Relationship Management: Proven ability to build and maintain strong, positive relationships with customers, acting as their primary advocate.
Project Management Fundamentals: Demonstrated ability to manage multiple onboarding projects simultaneously, adhering to timelines and structured plans.
Problem-Solving & Analytical Thinking: A knack for identifying challenges, analyzing root causes, and developing effective and creative solutions.
Exceptional Communication: Superior verbal and written communication skills, with the ability to lead compelling customer conversations and articulate technical concepts clearly.
Collaborative Team Player: A proven track record of working effectively with cross-functional teams to achieve common goals.
Proactive & Results-Oriented: A self-starter with a strong sense of ownership and a drive to deliver exceptional results and go the extra mile.
Technical Skills:
SaaS Onboarding: Experience in onboarding, customer success, or a similar role within a SaaS environment.
Technical Proficiency: Strong technical aptitude with the ability to quickly learn and master new software platforms, CRM tools, and onboarding technologies.
Solution Design: The ability to analyze customer needs and translate them into effective, tailored solutions within the platform.
Documentation: Proficiency in creating clear and comprehensive technical and architectural documentation.
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.
