Engagement Manager

| Greater Denver Area

Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks Software-as-a-Service (SaaS) products provide a 360-degree view of the customer, are ready to go, easy to use, and offer quick return on investment. Headquartered in San Mateo, USA, Freshworks 2,000+ team members work in offices throughout the world. Freshworks has global offices in India, Singapore, Australia, UK, Netherlands, France and Germany. The company counts over 220,000 businesses in its customer-for-life community around the world including Honda, Bridgestone, Hugo Boss, University of Pennsylvania, Toshiba, Sling TV, Sotheby’s and Cisco.

 

The Engagement Manager, 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 sponsor 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 site 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-sale).
  • Concurrently work on multiple customer implementation engagements.
  • Work across multiple time zones.
  • 20+% travel may be required.
  • May require working outside office hours.
  • Take on other assigned responsibilities as required.

Qualifications

  • A Bachelor degree
  • Relevant experience of managing IT projects related to SAAS products
  • 5+ years of IT project management experience, planning, tracking and managing projects that successfully met timelines
  • 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
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Location

WeWork - Triangle Building

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 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
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
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Acme employees can contribute up to $2750 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
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
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of 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.
Some Meals Provided
Happy Hours
Professional Development Benefits
Promote from within
Mentorship program
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