Engagement Manager

| Greater Denver Area | Hybrid
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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.

 

Freshworks provides intelligent customer engagement software for businesses of all sizes, making it easy for teams to win customers for life. More than 50,000 businesses trust Freshworks, including our employee engagement, customer engagement and CRM solutions, to better support employees so businesses can increase customer satisfaction and lifetime value. Our products are ready to go, easy to use, and offer a quick return on investment.

 

Freshworks has received numerous accolades that include ranking #16 on the prestigious Forbes’ Cloud 100 and #22 on the Battery Ventures/Glassdoor Best Places to Work lists.

 

Headquartered in San Mateo, California, Freshworks has a dedicated global team operating from 13 locations to serve our customers throughout the world. Freshworks is backed by leading investors including Accel, CapitalG, Sequoia Capital and Tiger Global Management.

 

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.

 

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

 

Base Salary range : $108,000 to $148,000

 

Variable Pay or Commission Range: $12,000 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

1401 Lawrence St, Denver, CO 80202

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

Enterprise 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!

Tylor

Senior Enterprise 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 is your vision for the company?

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. We provide refreshing software that your teams will love. All our products are ready to go, easy to use, and offer great value to any type of business.

Girish

Founder & CEO

How do you collaborate with other teams in the company?

As a distributed workforce I try to include visual elements throughout my collaboration process. By sharing the "why" and vision I can more easily collate critiques and ideas. I also keep internal notes on interactions in my Evernote; being organized helps me communicate directives in a more progressive manner.

Sam

Senior Solutions 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
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Classpass and a fitness/reading stipend
Team workouts
Financial & Retirement
401(K)
The 401(k) retirement plan offers a broad selection of stocks, bonds and international index funds to choose from.
Company equity
Employee stock purchase plan
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
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Paid holidays
Office Perks
Commuter benefits
Freshworks offers pre-tax commuter benefits for all employees.
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours

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