Lead - Customer Engagement

Company Description

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives, create better experiences for their customers and employees, and help them grow. Software can make or break a business, creating better or worse experiences and propelling or throttling growth. Business software has become a blocker instead of a way to get work done. There’s another option: Freshworks, with a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. With over 4,500 Freshworks employees making this possible worldwide, we invite you to build it with us.

Position Overview

• Location Type: Remote
• Job Type: Full-time

Responsibilities

• Act as the primary contact for customers during the implementation and deployment of our software and services.
• Manage all aspects of project management and coordination, including scope and change request management.
• Collaborate with project sponsors and stakeholders to define project goals and objectives, and to plan and deliver projects.
• Work closely with customers and internal teams to develop, execute, and monitor implementation/deployment plans to successfully deliver solutions within agreed-upon timeframes.
• Conduct pre-kick-off and kick-off meetings to establish and communicate project plans, milestones, goals, and associated processes.
• Lead the development and implementation of a coordinated set of plans and programs for all phases to meet project goals and priorities.
• Participate in establishing practices, templates, policies, tools, and partnerships to expand and mature these capabilities for the organization.
• Ensure the primary objective of “delivering moments of wow to our customers” is always met.
• Define resource requirements, organize project teams, and ensure projects are staffed with adequate and appropriate resources.
• Establish and manage communication and risk management plans.
• Coordinate and manage onsite customer visits.
• Monitor and track project progress and work efforts daily, reporting project status to senior management and other stakeholders.
• Coordinate with customers and internal teams to develop work/change orders when needed due to changes in scope, schedules, and dependencies.
• Communicate clearly with management, customers, sales, and developers to ensure business requirements are accurately translated for implementation.
• Recommend product enhancements and new product opportunities to the Product Management team.
• Work closely with sales and implementation services to scope and estimate customer engagements (Pre-Sales).
• Work across multiple time zones.
• Travel: 20+% travel may be required.
• Availability: May require working outside office hours.

Requirements

• 5-7 years of Professional Services experience as a project or program manager overseeing the delivery of SaaS implementation projects (e.g., Salesforce, Zendesk, ServiceNow, Jira).
• Formal project management training and/or certification (PMP Certification is preferred).