Lead - Customer Engagement

Position Overview

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

Freshworks is seeking a Lead - Customer Engagement to oversee the planning, execution, and successful implementation of their SaaS products for customers. This role involves managing cross-functional teams to ensure timely and high-quality delivery of implementations.

Company Description

Organizations everywhere struggle with the costs and complexities of solutions that promise simplification, better customer and employee experiences, and growth. Business software often becomes a blocker rather than an enabler. Freshworks offers an alternative with a fresh vision for how the world works.

Freshworks builds uncomplicated service software that delivers exceptional customer and employee experiences. Their enterprise-grade solutions are powerful, easy to use, and quick to deliver results. Their people-first approach to AI eliminates friction, enhancing employee effectiveness and organizational productivity. 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. Freshworks has over 4,500 employees worldwide.

Responsibilities

• Serve as the primary contact for customers during the implementation and deployment of 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, objectives, and delivery plans.
• Work with customers and internal teams to develop, execute, and monitor implementation/deployment plans.
• Conduct pre-kick-off and kick-off meetings to establish project plans, milestones, goals, and processes.
• Lead the development and implementation of coordinated plans and programs for all project phases.
• Contribute to establishing practices, templates, policies, tools, and partnerships to mature organizational capabilities.
• Ensure the primary objective of "delivering moments of wow to our customers" is consistently met.
• Define resource requirements, organize project teams, and ensure adequate staffing.
• Establish and manage communication and risk management plans.
• Coordinate and manage onsite customer visits.
• Monitor and track project progress daily, reporting status to senior management and stakeholders.
• Coordinate with customer and internal teams to develop work/change orders for scope, schedule, and dependency changes.
• Communicate effectively with management, customers, sales, and developers to ensure accurate translation of business requirements.
• 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).
• Work across multiple time zones.
• Travel up to 20% may be required.
• May require working outside of standard office hours.

Qualifications

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