Customer Success Specialist - Sydney, Australia - Freshworks

Freshworks Sydney, Australia

6 days ago

Full time

Description

Job Description

Professionally manage relationships with a portfolio of assigned accounts
Build executive relationships within the customers organization
Make sure you exceed customer retention goals and ensure consistently high retention rates
Build and maintain strong, trusted working relationships with key decision-makers and power users starting from onboarding and throughout the customer lifecycle
Gain a thorough understanding of assigned client's needs, objectives, and processes to ensure that they successfully adopt and deploy Freshworks suite of products
Ensure that customers derive maximum value from Freshworks and collaborate with the sales team to help upsell additional services, integrations, and features
Identify risks to client success and aggressively/proactively engage the client whenever there's an identified retention issue
Develop and execute retention plans for customers who may be at risk
Drive resolution of escalated account issues in coordination with Billing, Support, and other departments
Gain and maintain expert knowledge of Freshworks's products and services
Be a voice for accounts internally and help senior leadership understand product concerns, shortcomings, and missing features that are retention risks
Manage contract related inquiries, questions, and issues from clients and other departments
Liaise with other team leaders to make sure that Freshworks's clients are getting the best service possible

Qualifications

4 to 7 years proven success in Customer Success/Account Management/Consulting role for a SaaS/product company
Proven expertise in handling enterprise customers across India
Proven track record of building strong executive level relationships
Experience with account portfolio planning, management, and prioritization
Strong project management capability and ability to multitask
High attention to detail and willingness to get "in the weeds" to fix a problem
Knowledge of customer success best practices
Experience driving client adoption of technology or software product
Exceptional communication and relationship management skills

Additional Information

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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