FreshBooks

Lead - Customer Engagement

Charlotte, North Carolina, United States

Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Customer Service Software, SaaS / Cloud SoftwareIndustries

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).

Skills

Project Management
Customer Engagement
Cross-functional Team Leadership
SaaS Implementation
Stakeholder Coordination
Change Management

FreshBooks

Cloud-based accounting software for businesses

About FreshBooks

FreshBooks provides cloud-based accounting software aimed at simplifying financial management for small to medium-sized businesses and self-employed professionals. The software allows users to efficiently track expenses, time, and invoices, making it accessible even for those without accounting experience. Users subscribe to the service with various pricing tiers, and they can take advantage of a 30-day money-back guarantee and an 80% discount for the first four months. FreshBooks stands out from competitors by offering a user-friendly interface and mobile accessibility, enabling users to manage their finances on the go. The company's goal is to help business owners and accountants streamline their financial processes, improve organization, and enhance client relationships.

Toronto, CanadaHeadquarters
2003Year Founded
$149.6MTotal Funding
DEBTCompany Stage
Consumer Software, FintechIndustries
201-500Employees

Benefits

Health Insurance
Dental Insurance
401(k) Company Match
Stock Options
Unlimited Paid Time Off
Parental Leave
Home Office Stipend
Professional Development Budget

Risks

Increased competition from market leaders may impact FreshBooks' market share.
Dependency on Stripe's technology could pose risks if Stripe faces issues.
Economic downturns may threaten FreshBooks' subscription-based revenue model.

Differentiation

FreshBooks offers a user-friendly platform for non-accountants, simplifying financial management.
The company provides mobile-friendly solutions, catering to the rise of remote work.
FreshBooks' integration with Shopify enhances e-commerce capabilities for online businesses.

Upsides

FreshBooks' subscription model aligns with industry trends, boosting customer acquisition and retention.
The expansion of Stripe Connect features enhances FreshBooks Payments, improving payment processing.
AI-driven financial analytics tools can provide predictive insights, enhancing decision-making.

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