Specialist - Customer Success (Mid Tier) at FreshBooks

Chennai, Tamil Nadu, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Software, SaaS, Customer ExperienceIndustries

Requirements

3-7 years of experience in customer success / SaaS sales
In-office role based on allotted shift timing
Proven track record of establishing themselves as a strategic trusted advisor to clients
Must be able to take complex client and vendor concepts and articulate them to an audience of varying perception levels
Very strong written and verbal presentation/communication skills (ESSENTIAL)
Self-starter who can own ongoing customer success of both large and small clients
Ability to report and share client’s status on a timely/pre-defined interval
Bachelor's Degree

Responsibilities

Engage proactively with customers using the engagement model (based on customer segment) laid out
Understand and document customer’s business flow (for large customers) and deep understanding of use-cases
Have deep product knowledge of all product lines. Ability to showcase product demo + work out solutions for business use cases using best product-fit
Aligning with key customer stakeholders to establish a stronger customer relationship management program (stakeholder mapping)
Evaluate how customers manage their Freshworks product suite investment & identify efficiency and effectiveness gains (process & tools)
Promote awareness of the latest innovations Freshworks is releasing (products/features in pipeline)
Work with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing, support etc.) to ensure customer’s issues/solutions are addressed
Work with Program Managers to derive data driven insights/intelligence to run focused and result-oriented customer engagement programs
Own two key metrics (Increase Product-Adoption & Customer Retention)
Use customer management tools
Implement and support Freshworks compliance and information security processes

Skills

Key technologies and capabilities for this role

Customer SuccessStakeholder ManagementProduct KnowledgeProduct DemoCustomer EngagementBusiness Use CasesCustomer Relationship Management

Questions & Answers

Common questions about this position

Is this a remote position or does it require office work?

This is an in-office role based on allotted shift timing and the location type is specified as on-site.

What experience is required for the Customer Success Specialist role?

Candidates need 3-7 years of experience in customer success or SaaS sales, along with a proven track record of establishing themselves as a strategic trusted advisor to clients.

What are the key responsibilities of this role?

The role involves proactively engaging with customers using the engagement model, understanding customer business flows, deep product knowledge to demo solutions, aligning with stakeholders, evaluating product investments, promoting innovations, collaborating with cross-functional teams, deriving data-driven insights, and owning metrics for product adoption and customer retention.

What is the company culture like at Freshworks?

Freshworks emphasizes a people-first approach to AI, building uncomplicated service software for exceptional customer and employee experiences, with a fresh vision for real impact, supported by over 4,500 employees worldwide serving more than 72,000 companies.

What makes a strong candidate for this Customer Success Specialist position?

A strong candidate has 3-7 years in customer success or SaaS sales, can act as a strategic trusted advisor, possesses deep product knowledge, excels at stakeholder mapping and cross-functional collaboration, and has the ability to articulate complex concepts.

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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