Lead - Customer Engagement

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Salary: Not Specified

This role is responsible for the planning, execution, and successful implementation of SaaS products for customers. The Lead - Customer Engagement will manage cross-functional teams to deliver implementations on time and with quality results, acting as the prime contact for customers during the implementation and deployment process.

Requirements

• 5-7 years of Professional Services experience as a project or program manager overseeing delivery of SaaS implementation projects (e.g., Salesforce, Zendesk, ServiceNow, Jira).
• Formal project management training and/or certification (PMP Certification is preferred).
• Ability to work across multiple time zones.
• Willingness to travel up to 20+% and potentially work outside of office hours.

Responsibilities

• Act as the prime contact for customers during software and service implementation and deployment.
• Manage all aspects of project management, including scope and change request management.
• Define project goals and objectives with project sponsors and stakeholders.
• Develop, execute, and monitor implementation/deployment plans in collaboration with customers and internal teams.
• Conduct pre-kick-off and kick-off meetings to establish project plans, milestones, and processes.
• Lead the development and implementation of coordinated plans for all project phases.
• Contribute to establishing practices, templates, policies, tools, and partnerships to mature organizational capabilities.
• Ensure customer satisfaction by delivering "moments of wow."
• Define resource requirements, organize project teams, and ensure adequate staffing.
• Establish and manage communication and risk management plans.
• Coordinate onsite customer visits.
• Monitor and report daily project progress and status to senior management and stakeholders.
• Develop work/change orders for scope, schedule, and dependency changes.
• Ensure accurate translation of business requirements for implementation through clear communication.
• Recommend product enhancements and new product opportunities to the Product Management team.
• Collaborate with sales and implementation services to scope and estimate customer engagements (Pre-Sales).

Company Description

Organizations everywhere struggle with the costs and complexities of "solutions" that promise simplicity but often hinder progress. Freshworks offers an alternative with uncomplicated service software designed to deliver exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, user-friendly, and quick to deliver results. Our people-first approach to AI enhances employee effectiveness and organizational productivity. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks for customer experience (CX) and employee experience (EX) software. We are a global team of over 4,500 employees dedicated to making this happen. Join us to build a fresh vision with real impact.