Fresh Job Hunt: Freshworks | Customer Success Associate

Company Name: Freshworks

Job Role: Customer Success Associate - Digital

Qualification: B.E/B.Tech/B.Sc

Experience: 1 – 3 Years

Salary: As per company norms

Job Location: Chennai, Tamil Nadu

Detailed Eligibility:

Education and Experience:

· Bachelor’s Degree preferred, ideally in Computer Science or Business Education.

· 1 – 3 years of relevant work experience, primarily in customer-facing roles, with a focus on customer success and retention.

Key Skills:

· Proven ability to establish trust and become a strategic advisor to clients.

· Strong communication skills, both written and verbal, are essential.

· Self-motivated and capable of managing ongoing customer success for clients of varying sizes.

· Proficiency in reporting client status at predetermined intervals.

Role Requirements:

· Proactively engage with customers based on predefined engagement models tailored to customer segments.

· Document and understand the business flow of large customers, with a deep understanding of use cases.

· Demonstrate comprehensive product knowledge across all product lines and provide product demos tailored to business use cases.

· Foster stronger customer relationships by aligning with key stakeholders and mapping out stakeholder engagement strategies.

· Evaluate customer management of Freshworks product suite investments to identify opportunities for efficiency and effectiveness gains.

· Keep customers informed about the latest innovations and features from Freshworks.

· Collaborate with internal teams (product, sales, pre-sales, marketing, support, etc.) to address customer issues and provide solutions.

· Work with the Program Manager (Customer Success) to derive data-driven insights for focused customer engagement programs.

· Understanding of SaaS metrics and ownership of key metrics, including increasing product adoption and customer retention.

· Utilize customer management tools such as Natero (training provided) and ensure compliance with Freshworks' compliance and information security processes.

Job Role:

The Customer Success Associate will proactively engage with customers, providing strategic and tactical guidance to enhance the value they derive from the Freshworks suite of products.