Lead - Customer Onboarding

Role Overview: As a Senior Customer Onboarding Specialist at Freshworks, you will play a key role in collaborating with Project Managers to configure the Freshworks suite of products according to customer requirements and providing product training. Your main goal will be to exceed customer expectations by translating business needs into product use cases, configuring products, and training customers and their teams effectively. Your critical thinking, problem-solving skills, and ability to multitask will be crucial in delivering exceptional customer experiences. Key Responsibilities: - Customer-focused approach with strong communication abilities - Translate business needs into product use cases or technical specifications - Configure the Freshworks suite of products according to customer requirements - Quickly learn and adapt to new products or updates to existing products - Use critical thinking and problem-solving skills to exceed customer expectations - Train customers and their teams on daily product use and administration - Document onboarding steps for future reference and smooth transitions to other teams - Demonstrate the ability to multitask, manage multiple projects, and deliver on time - Develop a strong understanding of configuration best practices within the Freshworks suite - Capture and analyze complex technical requirements from customers and design feasible solutions Qualifications: - At least 3 years of experience in the software/tech industry - Past experience in the SaaS space with the understanding of CX or ITSM Product Suites is required - Excellent communication skills (both written and verbal), with strong analytical, problem-solving, and troubleshooting abilities - A proactive attitude towards contributing to both internal and external communities is a plus - Proven ability to work well in a team environment - Fundamental knowledge of current technology trends and programming concepts - Experience with integrating cloud systems using REST APIs - Hands-on experience with configuring SaaS products like Freshdesk, Freshservice, Workday, Salesforce, Zendesk, or ServiceNow is an advantage - Ability to quickly learn and understand various SaaS products on the market, such as Freshdesk and Freshservice - A passion for solving customer needs using our products - Strong interpersonal skills for interacting with customers via phone or video calls - A willingness to learn and grow within a constantly evolving platform (Note: Additional information about the company was not provided in the job description.),