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 is a choice that 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. And, over 4,500 Freshworks employees make this possible, all around the world. Fresh vision. Real impact. Come build it with us.

Position Overview

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

The Lead - Customer Engagement, coordinating closely with customer and internal teams (Product, Engineering, Marketplace, Sales, Pre-Sales and Support), is responsible for the planning, execution, and successful implementation of our SaaS products for our customers. The Engagement Manager manages cross-functional teams responsible for delivering implementations on time and with quality results for our customers.

Responsibilities

• Be the prime contact for customers during implementation and deployment of our software and services.
• Be responsible for all aspects of project management and coordination, including scope and change request management.
• Work closely with project sponsors and stakeholders in defining project goals and objectives, as well as planning and delivering the project.
• 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 the goals and priorities of the projects.
• Participate in establishing practices, templates, policies, tools, and partnerships to expand and mature these capabilities for the organization.
• Ensure the prime 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 on a daily basis, and report project status to senior management and other stakeholders.
• Coordinate with customer 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 translated accurately 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.
• 20+% travel may be required.
• May require working outside office hours.

Qualifications

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