Lead CRM Onboarding Specialist

| Greater Denver Area
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering affordable, quick to implement, and designed software for the end-user. More than 50,000 companies -- from startups to public companies -- worldwide use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).
Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including American Express, Sony, Vice Media, TaylorMade, Sotheby's, Stitchfix, OfficeMax, Multichoice, Delivery Hero, ITV, and Klarna.
Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).
As a Lead CRM Onboarding Specialist you will be responsible for onboarding and supporting new customers. The primary objective of this role is to work closely with Engagement Managers and configure the Freshworks CRM product based on the customers requirements while also training them on the product. You will also work closely with our Sales and Pre Sales teams, where you will use your CRM product expertise and strong communication skills to wow our customers.
Your Responsibilities:
  • Be a prime contact for customers during project implementations and display a high sense of urgency and ownership during customer interactions.
  • Strong in relationship building/management with clients as well as internal stakeholders (Sales, Pre-sales, Customer Success, Product, Engineering, Marketplace and Support).
  • Responsible for all aspects of product configuration and coordination, right from kick-off to Go-Live, including scoping and change request management.
  • Work closely with project sponsors and stakeholders (internal & external) in defining project goals, requirements, project planning, tracking and delivering the project(s) in a timely manner/agreed time frames.
  • Lead the configuration 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 (Statement Of Work (SoW), Project plans, trackers), 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.
  • Establish and manage communication, escalation and risk management plans with the Engagement manager.
  • Coordinate and manage site visits, if needed. Up to 10% travel might be required.
  • This role includes working on multiple projects at a time. Experience in using Agile and waterfall methodologies is preferred.
  • 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 with System Integration partners for custom app/integration work during customer engagements.
  • Work closely with Customer Success Manager (CSM) to ensure proper handover after Go-Live is done.
  • Take on other assigned responsibilities as required.

Preferred Experience and Skills:
  • Bachelor's degree in computer science/IT preferred
  • Minimum 7+ yrs total experience working on SAAS products, especially on CRM or CX(Help Desk) products
  • Strong CRM product knowledge and ability to configure/customize to meet customer requirements
  • Formal project management training and/or certification (PMP/PRINCE2 Certification is a strong plus)
  • Experience in using project management and presentation tools like Smartsheets & Google Presentation or Powerpoint.
  • Experience in writing functional specification and design documents. Proven experience in creating flow charts, swim lane diagrams etc.
  • 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
  • ITIL V3/V4 certification a plus

Freshworks is committed to diversity and inclusion. We celebrate and respect each other's differences. We recognize that our collective uniqueness is integral to the success of our products, our culture and our organization.
More information is available at www.freshworks.com.
Base Salary range : $117,000 to $135,000
Variable Pay or Commission Range: $13,000 to $15,000
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.
Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

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

More Jobs at Freshworks30 open jobs
All Jobs
Data + Analytics
Dev + Engineer
HR + Recruiting
Legal
Marketing
Operations
Product
Sales
Developer
new
Denver
Sales
new
Denver
Data + Analytics
new
Remote
HR + Recruiting
new
Remote
HR + Recruiting
new
Remote
HR + Recruiting
new
Denver
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Freshworks's full profileSee more Freshworks jobs