Specialist - Customer Success (EMEA)

In this role as a Customer Success Specialist at Freshworks, you will be responsible for proactively engaging with customers to provide strategic and tactical guidance, ensuring they derive maximum value from the Freshworks suite of products. **Responsibilities:** - Engage proactively with customers based on the defined engagement model - Understand and document customers' business flow and use-cases, especially for large customers - Demonstrate deep product knowledge across all product lines, conduct product demos, and devise solutions tailored to specific business use cases - Establish stronger customer relationships by aligning with key customer stakeholders and mapping out stakeholder relationships - Evaluate customers' management of Freshworks product suite investment to identify efficiency gains - Keep customers informed about the latest innovations and features released by Freshworks - Collaborate with internal teams such as product, sales, marketing, and support to address customer issues effectively - Derive data-driven insights to run result-oriented customer engagement programs with the help of Program Managers - Focus on increasing product adoption and customer retention metrics - Utilize customer management tools effectively - Implement and support Freshworks compliance and information security processes **Qualifications:** - Proven track record (4 to 6 years) as a strategic trusted advisor to clients - Ability to simplify complex concepts for audiences with varying levels of understanding - Strong written and verbal communication skills are essential - Self-starter capable of managing ongoing customer success for clients of all sizes - Timely reporting and sharing of client status updates - Bachelor's Degree required Freshworks is a company that believes in building uncomplicated service software to deliver exceptional customer and employee experiences. Over 72,000 companies trust Freshworks' customer experience (CX) and employee experience (EX) software to enhance customer loyalty and service efficiency. Join a team of over 4,500 Freshworks employees worldwide to make a real impact and build a fresh vision for how the world works. In this role as a Customer Success Specialist at Freshworks, you will be responsible for proactively engaging with customers to provide strategic and tactical guidance, ensuring they derive maximum value from the Freshworks suite of products. **Responsibilities:** - Engage proactively with customers based on the defined engagement model - Understand and document customers' business flow and use-cases, especially for large customers - Demonstrate deep product knowledge across all product lines, conduct product demos, and devise solutions tailored to specific business use cases - Establish stronger customer relationships by aligning with key customer stakeholders and mapping out stakeholder relationships - Evaluate customers' management of Freshworks product suite investment to identify efficiency gains - Keep customers informed about the latest innovations and features released by Freshworks - Collaborate with internal teams such as product, sales, marketing, and support to address customer issues effectively - Derive data-driven insights to run result-oriented customer engagement programs with the help of Program Managers - Focus on increasing product adoption and customer retention metrics - Utilize customer management tools effectively - Implement and support Freshworks compliance and information security processes **Qualifications:** - Proven track record (4 to 6 years) as a strategic trusted advisor to clients - Ability to simplify complex concepts for audiences with varying levels of understanding - Strong written and verbal communication skills are essential - Self-starter capable of managing ongoing customer success for clients of all sizes - Timely reporting and sharing of client status updates - Bachelor's Degree required Freshworks is a company that believes in building uncomplicated service software to deliver exceptional customer and employee experiences. Over 72,000 companies trust Freshworks' customer experience (CX) and employee experience (EX) software to enhance customer loyalty and service efficiency. Join a team of over 4,500 Freshworks employees worldwide to make a real impact and build a fresh vision for how the world works.