Field Technical Account Manager at Freshworks

| Greater Denver Area
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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 #10 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.
TAMs provide expertise to help our customers fully leverage the Freshworks suite of products, as well as strategic guidance to help our customers realize their goals for customer and employee engagement. In every interaction, we put our customers first and strive to exceed every expectation. Our ultimate goal is to deliver that "wow" experience that turns customers into advocates and Customers for Life.
As the Freshworks product suite grows and becomes more powerful, so do the needs of our customers. The Field TAMs in the Support team will be responsible for supporting customers' who opt for the Premium Support Services. This requires a high level of coordination with Customer Success Managers, Support, Product and Engineering. You will directly support a portfolio of accounts that fall under the Premium Support Services, and will engage with broader teams in India, US and Europe on an as-needed basis. You will scale processes, content and strategies where appropriate, with the goal of supporting and empowering the TAMs in the POD.
What you'll do:
  • Provided dedicated support of a select group of Mid-Market and Enterprise customers in US & Europe who opt for Premium Support Services
  • Work with dedicated CSMs to develop a technical success plan
  • Provide oversight of support tickets, take ownership of customer issues reported and ensure that they are resolved within set SLAs
  • Diagnose and troubleshoot problems and identify solutions to resolve customer issues
  • Collaborate with other appropriate internal teams and represent the customers while figuring out solutions and workarounds
  • Following standard procedures for the proper escalation of unresolved issues to the appropriate internal teams
  • Be a primary point of contact to the customer and actively participate in regular customer meetings such as business reviews
  • Support US & European CSMs in more technical conversations with these customers including troubleshooting, technical discovery, executive business reviews and product roadmap sessions
  • Have regular cadence with the TAMs in the POD and maintain TAM Dashboards to provide support inferences on all the accounts
  • Strategic analysis on these accounts based on Contact Codes to provide actionable insights on Top Issues, Bugs and Feature Requests
  • Act as an escalation point of contact for the Customers in that POD and coordinate with the Support Teams to bring the issues to resolution quickly
  • Keep track of the Bugs raised by the Accounts and work with Engineering on Prioritisation and Timelines
  • Keep track of the Downtimes and Outages and work with Engineering and Support to generate a RCA on time
  • Closely liaise with Sales, CSMs and Onboarding leadership in region to drive conversion to Premium Support Services
  • Will be directly responsible for their success and renewal of the engagement contract
  • Work with CSMs during renewals to help pitch for paid support
Qualifications
  • At least 5 years of experience in technical support, professional services, or consulting at an enterprise SaaS company with increasing levels of complexity and responsibility
  • Prior work experience in SaaS product companies in domains relevant to Freshworks' suite of products is highly preferred.
  • Prior experience in leading small teams (2 - 5 members)
  • Knowledge of the SaaS business model, SaaS technologies, and related applications
  • Prior experience in providing in-person consultative solutioning with excellent technical and troubleshooting capabilities
  • Ability to clearly communicate and present technical concepts to non-technical and technical audiences
  • Good interpersonal skills and ability to collaborate with various cross-functional teams to solve business and tech problems
  • Clear, concise, and effective written and oral communication skills.
  • Customer-centricity and empathy towards customers and their needs.
  • Being technically adept, and the ability to pick up and learn new products, tools, and technology.
  • Excellent problem solving, critical thinking, analytical and development skills
  • Must be motivated, goal oriented, flexible, able to work independently and deliver on deadline
  • Knowledge and proficiency in web technologies (JavaScript, HTML, CSS).
  • Experience with ITSM and ITIL.
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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
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
Onsite Gym
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
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
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
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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