Manager, Customer Advisory & Adoption

| Greater Denver Area
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Freshworks is looking for a proven professional services leader with experience in managing high performance implementation teams. This ideal candidate must be a creative thinker, project, process-driven and passionate about customer experience. The candidate must have proven experience with people & project management and managing a team of up to 12 individuals. The candidate must also have experience facilitating the interface between customer needs and functional capabilities, and enable teams to successfully deliver within appropriate resource constraints.
Responsibilities
  • Manage team in support of organizational direction and culture. Manage employee performance or discipline issues and work with Senior Manager / Director to recommend compensation, recognition, transfer, promotion, or other personnel decisions.
  • Align to plan for project or organizational contingencies and collaborate to design, recommend, implement, and manage changes under the guidance of senior manager/Director.
  • Mentor, guide, develop, coach, and support employee growth. Facilitate the sharing of knowledge across employees to strengthen individual capabilities and the organization's ability to respond to client needs.
  • Comply with financial accountability targets for areas of responsibility. Supply input to Senior Manager / Director regarding financial needs, trends, and aberrations.
  • Help develop/improve business procedures and policies, as well as team activities and initiatives.
  • Monitor and control onboarding progress, objectives, and costs against the established schedule and budget
  • Building relationships with both internal teams and customers
  • Effective conflict resolution
  • Oversee the deployment of individuals to multiple accounts and/or major implementation efforts in support of the CAA function. Ensure individuals fulfill responsibilities in accordance with prescribed methodology and other applicable parameters to ensure the quality of products and services.
  • Ensure customer needs are met and deliverables produced on time according to specified project needs.
  • Assist team members with prioritization or escalation of issues. Facilitate collaboration across disciplines (e.g., Sales, Pre-Sales, Support, Product, CSM, etc) and assist teams with the resolution of issues.

Expertise
  • Bachelor's Degree or equivalent, additionally industry related certifications
  • Minimum 15+ yrs of total experience in managing IT projects related to SAAS products, CRM Implementation, 6+ years of IT project management experience, planning, tracking and managing projects that successfully met timelines. At least 5 years of experience in managing people.
  • Good experience with SDLC and Agile project management methodologies.
  • Proven track record in implementing scalable, enterprise programs and processes
  • Significant experience working with SAAS products, knowledge of customer support, ITSM/ITIL process
  • Customer and relationship-focused with strong interpersonal and excellent communication skills, adept at change management, and strong presentation skills
  • Self-motivated individual capable of working in a fast-paced, growth environment
  • Detail and results oriented; skilled at both planning and hands-on execution
  • Good technical background is a plus, having served as a solution architect

Base Salary range : $126,000 to $153,000
Variable Pay or Commission Range: $14,000 to $17,000
Summary of Freshworks Benefits:
Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Flexible spending, commuter benefits, work from home and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.
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Technology we use

  • Product
  • Sales & Marketing
    • ConfluenceManagement
    • JIRAManagement
    • FreshdeskManagement
    • FreshserviceManagement
    • Freshsales CRMManagement
    • FreshmarketerManagement
    • FreshchatManagement
    • FreshcallerManagement
    • FreshsuccessManagement
    • FreshteamManagement
    • FreshconnectManagement
    • FreshreleaseManagement
    • FreshpingManagement
    • FreshstatusManagement
    • Freshsales CRMCRM
    • FreshmarketerEmail
    • FreshmarketerLead Gen

Location

Our office has stunning views of the mountains and is one street away from the fun restaurants and coffee shops of Denver's iconic Larimer St.

An Insider's view of Freshworks

What’s the vibe like in the office?

One of the things I've loved most since starting at Freshworks is how much the team values company culture. Everyone in the office is working hard, celebrating successes, and all the while having a great time. Collaboration is also a big aspect of the sales team - everyone is quick to jump in to help!

LAUREN

Account Executive

What's the biggest problem your team is solving?

It is great being part of a team that is helping companies hit the refresh switch on business software. Freshworks is letting businesses know that their software doesn’t have to be clunky or expensive. Being able to help companies overcome these challenges is truly rewarding!

TAYLOR

Account Executive

What makes someone successful on your team?

You have to be a team player. We are all in each other's corners and the collaborative and interactive workspace is one that I have come to value greatly. You will be presented with ongoing opportunities to grow, learn, and step into leadership roles. The willingness to volunteer for these roles and step into new challenges is a valuable attribute.

JENNY

Solution Engineer

What are Freshworks Perks + Benefits

Freshworks Benefits Overview

Freshworks provides a comprehensive benefits plan, including health insurance, vision, dental, retirement, and unlimited time off (among a lot of other cool things too!)

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Freshworks Women 360 is an employee group aimed at community service, professional development, and career growth.
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Classpass and a fitness/reading stipend
Team workouts
Retirement & Stock Options Benefits
401(K)
The 401(k) retirement plan offers a broad selection of stocks, bonds and international index funds to choose from.
Company Equity
Performance Bonus
Freshworks has a lucrative sales commission program as well as a performance bonus for other functions, which are dependent on individual and company performance.
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Freshworks offers pre-tax commuter benefits for all employees.
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Diversity Program
Lunch and learns
Promote from within
Mentorship program

Additional Perks + Benefits

Since working from home in mid March, we have added additional benefits to ensure our employees are fully supported, mentally and physically!
- One time WFH accessories stipend
- Monthly internet allowance
- Classpass membership offering
- 6-month long free DashPass subscription
- Reading & fitness stipend

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