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.

Responsibilities: 

• Support onboarding, continued education and development for post-sales teams (CSMs, Engagement Managers, Onboarding Specialists) and potentially some opportunities to work with pre-sales down the road for the North America geo, but aligned globally.
• Improve the following metrics: Ramp up time of new sales employees, Customer retention/satisfaction, renewal rates, efficiency, employee retention, and overall training ROE/ROI.
• Ensure both compliance and dedication to our post-sales process, aligning to our overall GTM process.
• Coach post-sales roles on strategic improvement (i.e. handling difficult conversations, driving renewals, negotiation). 
• Lead video conference workshops and classroom training sessions in alignment for both onboarding and ongoing learning to align with 2021 strategic goals.
• Partner with global teams to eliminate possible silos across geos to continue to streamline and simplify for the teams.
• Support in design and execute delivery of learning, and ensure alignment between the new hire onboarding program and ongoing training initiatives.
• Ability to learn our technology well enough to teach teams how to use and help their customers maximize it.
• Develop a process that continuously improves the knowledge, capability, and development of key talent
• Simplify and streamline all content and resources to keep teams as focused as possible on customers.

Qualifications:

• 4+ years within SaaS industry, 2+ years of CSM experience and 1+ years in an enablement or coaching role 
• Bachelor’s degree
• Prior track record of success within a customer success organization
• Strong organizational skills with evidence of successfully running concurrent projects
• Passion for training and the learning environments that you create;
• Self-starter who can execute in a fast-paced environment with minimal direction
• Deep understanding of current sales learning and development trends
• Strong written, verbal, and social skills
• Prior sales or sales engineering experience is a plus

Base Salary range : $85,000 to $120,000

Variable Pay or Commission Range: $10,000 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.

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) provides customer experience and service management solutions that are ready to go, easy to use, and offer quick return on investment. Headquartered in San Mateo, California, Freshworks counts 3000+ team members, 40,000+ customers, and has raised $327 million in capital from brand investors including Accel, CapitalG, and Sequoia Capital with a recent valuation of more than $3.5 billion.

Freshworks has received numerous accolades for its growth and innovation including ranking #16 in the prestigious Forbes’ Cloud 100 list, the Economic Times Startup of the Year, and listings on Gartner Magic Quadrants for CRM Customer Engagement, CRM Lead Management, Sales Force Automation & IT Service Management. Freshworks was ranked as a top 25 company to work for during the COVID-19 pandemic by Battery Ventures/Glassdoor.

Freshworks’ suite of products transform the way world class organizations collaborate with customers and co-workers, includes Freshdesk (Omni-channel customer support), Freshservice (IT Service Desk), Freshsales (Intuitive fully-integrated CRM), Freshmarketer (Marketing Automation Suite), Freshteam (HR Management System for growing teams), Freshchat (Modern messaging software) and Freshcaller (Cloud PBX system).

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.