5 years
0 Lacs
Posted:4 weeks ago|
Platform:
On-site
Full Time
As a Customer Success Engineer (CSE) for the CX Suite of Products (Freshdesk, Freshchat,
Freshcaller, and Freddy AI), you will serve as a trusted product advisor, working closely withCustomer Success Managers (CSMs), Account Managers (AMs), Product, Engineering,Support, and other Go-To-Market teams to drive customer success and maximize productadoption.Rather than managing a portfolio of accounts directly, you will assist customer-facingteams by providing technical guidance, solution consulting, workflow assessments, andstrategic recommendations to help customers fully realize the value of the CX Suite. Yourexpertise across support workflows, digital engagement, conversational AI, and customerjourney optimization will play a critical role in enhancing customer outcomes, expandingproduct usage, and influencing the product roadmap.
3+ years of experience in CX consulting, technical account management, solutions
engineering, or other customer experience focussed roles.● Strong product knowledge of Freshdesk, Freshchat, Freshcaller, Freddy AI preferred● Deep understanding of customer service operations, digital engagement trends, AIin support, omnichannel workflows, and automation best practices.● Hands-on experience conducting discovery workshops, workflow assessments,technical training, and customer enablement sessions.● Strong analytical skills to evaluate product adoption, usage trends, customer healthmetrics, and ROI.● Excellent communication, presentation, and stakeholder management skills, ableto work across technical and business teams.● Proven ability to influence product roadmap through structured customer feedback.● Experience working with cross-functional teams (Product, Engineering, Support,Sales) to deliver value-driven outcomes for customers
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.
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