Total 246 job vacancies by Freshworks

What does Expansion - Strategy & Initiatives team do?

This organization is responsible for making sure our customers are successful with Freshworks. As a result, the primary goals for this team include keeping overall customer churn under control and to act as catalysts for revenue growth from existing customers.

This team is responsible for defining the customer journey, driving global initiatives across all of Freshworks’ product lines, geographies, and customer bases, and helping the Expansion  team meet their goals. We closely collaborate with Product Organization on most of these initiatives.

Migrating/Upgrading our existing customers (CX and CRM) to the latest version of our products and plan is  one of the top OKRs for FW for 2024 and we are running a high visibility, customer critical program – requiring a significant investment of time and effort from multiple teams to achieve this goal.

Job Summary:

To address this, we need program managers who will be working with a specific region and will provide migration/upgrade assistance, expertise and enablement to make the process easier for both CSMs and AMs across the globe.

If you are a strategic thinker with strong project management skills and are excited about helping our customers and expansion organization transition to the latest versions of our products, we encourage you to apply for this role. 

Key responsibilities

Program managers will have the primary responsibilities: 

• Help  migrating/upgrading the existing customers in a specific region
• Provide support to accounts with upcoming migration/upgrades, and
• Maintain and create migration/upgrade-specific enablement for CSMs and AMs.

Support migration/upgrades:

• For select accounts, leverage existing migration/upgrade  process and enablement to create account-specific migration/upgrade recommendations
• Provide  follow-up guidance and support on especially complex migration/upgrades as needed; participate in customer meetings for special cases
• For other accounts, provide relevant off-the-shelf enablement based on customer’s current SKU and entitlements
• Collaborate with Product & Engineering, Expansion teams, Billing, DAP, TAMs, and other relevant teams as needed to  complete the customer migrations. 
• Deeply understand all product SKUs (CX / CRM)
• Following product changes, enhance/ add-to existing, or create new, non-legacy migration/upgrade enablement content that can be used ‘off the shelf’

Overview of the role:

As a Lead Software Engineer, you will focus on building next-generation platform services for Freshworks with your strong background in distributed systems and mentor your team to achieve this. You will have an opportunity to redefine customer experiences by building systems that are milli-second efficient, always available and working at internet scale. If you are the kind of engineer who is passionate about building systems, have a good eye for analysis and a mind that can think outside the box, we want to talk to you.

Responsibilities:

- Lead teams to deliver scalable, low latency, and cost-efficient solutions to different product teams.

- Drive solutions and implementation leveraging different open source distributed systems and deliver a complete product.

- Build innovative solutions from scratch and liaise with architects and engineers from other product teams to build solutions and drive adoption.

- Elicit quality attributes of the system as well as create criteria metrics for the product to establish the success of achieved metrics

- Implement and support compliance of self and team to Freshworks compliance and information security processes.

Requirements:

- 6-9 years of prior experience

- Advanced understanding of OOPS

- Knowledge of SDLC (Software Development Lifecycle)

- Experience of working in an Agile environment

- Ability to design for scale and performance

- Ability to do peer code reviews

- Solid problem-solving skills

- Experience with hands-on programming

- Expertise in data structures and algorithms

• Product messaging and positioning – Develop product positioning and messaging that resonates with customers and differentiates our organization in the market
• Content Development – Conceptualize and create educational product and solution content for a variety of platforms
• Market, customer, and competitive analysis — Be the expert on the customer, the industry trends, and the players in the market
• Sales enablement – Communicate value proposition and provide high-value sales tools, training, and collateral
• Product and feature adoption — Drive adoption of the product and features amongst the customer base
• Evangelism – Serve as a company spokesperson and go-to thought leader for the product
• Implement and support compliance to Freshworks compliance and information security
• Develop and Execute Product-Led Growth Strategies:
• Collaborate with cross-functional teams to implement and optimize product-led growth strategies.
• Leverage product features and user experiences to drive customer acquisition, activation, and retention.
• Create and optimize user onboarding experiences to maximize adoption and retention.
• A/B test and iterate on various growth initiatives to optimize performance.
• Implement CRO techniques to optimize conversion funnels and increase user acquisition and activation rates.

What will the role entail?
Take Ownership: Own and build modules for sustained differentiation and growth. Develop
deep domain expertise and understand trends in the market. The role requires you to plan, build, release, and measure success for an end to end modules besides also being a leader for the team.

Be a Customer Champion: Develop a sense of empathy with our customer base to build an
understanding of various problems. The role is also a bridge between the customer and the
engineering teams to ensure focus on solving customer needs & delivering continuous value.

Practice Craftsmanship: Learn and Practice product craft. Create solutions with delightful user experiences and find the balance between solving the customer problem and shipping the right product solution. We take pride in releasing the smallest of features while iterating and shipping regularly.

Play as One Team: The role needs you to communicate clearly to various stakeholders of
Product development, Engineering, Marketing, Sales & Leadership teams and work together to bring your vision to life.

Act with Urgency: Breakdown complex problems to phases to help the team make incremental progress while still keeping the bigger picture intact. You’d evangelize the vision and ensure maximum customer value is achieved with the appropriate amount of work.

• Define the design strategy and vision for the product, leveraging user research and customer experience to deliver a simple and intuitive experience, hands-on.

• You have extensive experience translating complex workflows into simple and intuitive design solutions. 

• You influence product and engineering leadership to prioritize design problems and integrate solutions into the product roadmap. 

• You communicate effectively with technical and non-technical stakeholders across all levels within the organization, showcasing strong storytelling skills.

• You mentor and coach designers to build a world-class design team, providing well-documented, actionable feedback on product and design.

About the Role:

As Manager – Subscriptions & Billing, you will be a key member of the Finance team, directly contributing to the growth of our business by partnering with key cross-functional team members to improve the billing and subscription management systems, build processes, supervise the billing team and infrastructure to help scale to the next level.

This role will partner with other business leaders across Go-to-market, IT, Customer Success, Deals Desk, Order Management, Professional Services, and other functions to plan, define, develop, and maintain business processes and provide solutions to ensure optimization and compliance with US GAAP accounting standards and internal controls & policies.

Key responsibilities:

• Supervising a team of billings and subscription management personnel, including leads and independent contributors.
• Giving inputs to the internal program management team on improvements that are needed to the billing system and ensuring that the system is kept updated based on business requirements.
• Accurate provisioning of Customer’s licenses and applicable add-ons and ensuring that the invoiced amount is correct and is in line with the signed contracts.
• Compliance with internal controls, SOX controls, and other applicable controls for the billing function.
• Ensuring that the team completes billing requirements to meet daily and month-end deadlines without errors.
• Liaising with internal and external stakeholders regarding billing issues and requests.
• Run an efficient quality control system that focuses on error correction and prevention.
• Focus on streamlining and automating the billing processes and improving productivity at every given opportunity.
• Apply your knowledge, skills, and subject matter expertise to streamline the subscription management and billing process and implement best practices.
• Continue to develop the subscription management & billing function by leading or collaborating on projects (creating dashboards, analytics, and various performance metrics).
• Develop, nurture, and reinforce talent within the team.

The Go to Market team for Freshworks is the fastest-growing function in the
organization and spread out across continents and time zones. With the increasing
market demand and diverse landscape, there is an ever-increasing ask for deals
packaged for specific buyer personas. Add different geographies, their laws, and
regulations, and it requires careful understanding and execution of the business
arrangement between us and our customers. 

The Deals Desk’s role is to ensure all of the above factors are met and culminate to
being the one-point interface for all global sales teams to drive deals towards
contractual and commercial closure . 

As a Senior Deals Desk Analyst, you will be responsible for:

• Drive and influence comprehensive deal reviews for large, complex deals.
• Actively participate in the sales strategy to support revenue objectives.
• Partner with sales and finance management, legal, order operations, and revenue on recommendations and options for deal structure and deal closure.
• Build custom pricing model where needed.
• Advise customer contract negotiations; including pricing/discount structure, renewal terms, site license agreements and all commercial contract clauses.
• Maintain current knowledge of product offerings, pricing promotions, and market/competitive intelligence.
• Provide sales guidance on elements of a “good deal” using competitive insights and historical pricing in similar deals.
• Develop and/or contribute to process improvement and control governance for your assigned territory.
• Participate in projects, sales training and related initiatives from management as requested.
• Provide regular process improvement/best practice input to finance leadership
• Own internal activities on key deals (structuring, problem-solving and support/approvals).

About the role: We are looking for a Design Lead to help build simple, familiar, intuitive, contextual experience for a modern - customer support software. In this role, you will lead a young accomplished team in evolving existing features and adding new features. You will contribute to everything design, including the process, design operations, research, and hiring in helping this happen. You will be part of an organization that believes in putting people first, in craftsmanship and challenging the status quo. Your wingmen will be stellar product, development, product marketing peers who believe in delivering value through customer engagement and delight.

What you are like : You have 5+ years of experience and are strongly motivated to lead a design team Track record of shipping delightful and simple experiences. Solving problems on enterprise level excites you. You will play the role of a team captain, and at times that of a coach to help your team accomplish results You are able to accommodate needs of different perspectives, and stakeholders without sacrificing core ethos of design. You display strong drive to accomplish results You are willing to learn about a new industry, the product and are strongly focussed on delivering value based on the users needs and goals. Good understanding of design and product metrics You are able to provide well documented, actionable feedback on the product and design to the team You have developed and practiced listening and communication skills to accomplish goals. Ability to drive initiatives with planning, participation with measured outcomes

Who you’ll be working with

Freshdesk Product Design team is looking for Product Designers to join our community who will design SaaS products and features that touch the lives of over 40,000 customers who trust us.

We believe in creating data-informed design at Freshdesk. The focus is to go beyond screens in defining the entire experience including all the customer touchpoints using solid research insights to create delightful moments.

As a product designer, you will be responsible for owning the design life cycle, seeking feedback, and collaborating with the team. If you’re a designer passionate about sweating the details, loves wearing multiple hats and balancing design with the user research, then we welcome you to join our team.

What you get to do

• Define simple, usable, high quality interactions to solve problems effectively and practice
craftpersonship by creating work on which you’re proud to put your name
• Offer solutions that strike a balance between the user, business, and feasibility with empathy and knowledge to solve complex product problems
• Be responsible for advocating the importance of design and research to the entire team and help them in conducting user research and feedback sessions
• Partner with Product Managers, Data Scientists, Engineers and other stakeholders to help them in shaping up the product strategy and vision
• Present design solutions to stakeholders, defend design decisions and incorporate feedback. Promote review sessions and seek feedback regularly to maintain the best practices
• Be actively involved in team activities and initiatives that encourage learning and engaging with cross-functional teams.

Staff Engineer – Backend
Overview of the role:

Freshworks seeks a self-motivated senior engineer to work alongside multi-disciplinary teams that build and scale our products. As a Staff Software Engineer, you will establish and drive the engineering standards and benchmarks the teams you work with will live up to. You will own and elegantly solve the most challenging problems for your teams. You will lead by example and demonstrate with your work ethic and disciplines exactly how great engineers bring value every single day to a growing organization like ours. Young, enthusiastic engineers will look up to you for everyday guidance and mentorship and will find it a joy working alongside you.

Responsibilities:
As an engineering leader, understand, own, and deliver the Engineering Roadmap for your teams.

• As a software architect, design, document, deliver the most elegant, practical solutions to challenging engineering problems.
• As an experienced engineer, identify and help prioritize the most critical technical debt alongside solutions and iterative plans to chip away at the debt.
• As a persistent student, stay abreast with the latest technological advancements and find opportunities to find timely alignments with our internal needs.
• As a senior programmer, establish a high bar for writing maintainable software through your own coding efforts, code reviews, and code sanity standards integrated into the CI pipelines.
• As a mentor, provide timely assistance and guidance to our inspired, young engineers as they attempt to crack a variety of engineering problems.
• As a visionary, aspire to achieve and define the next generation in technical and engineering standards.
• As a collaborator, work with cross-functional teams of your own and across teams and products for critical projects
• As an ace troubleshooter, take on the most critical and challenging problems occurring in production and help analyse and solve them, while identifying preventive measures
• As a customer champion, internalize the customer’s expectations and bring a customer focus to all engineering design and implementation you own.

Requirements:

• Education: Bachelor's Degree in technical field OR equivalent work experience
• A minimum of 10 years of relevant professional experience
• A minimum of 10 years of software development experience in an individual contributor role
• Experience developing software in a commercial software product development environment.
• Experience working with cross-functional teams.
• A polyglot in programming languages with the ability to learn new technologies as the need arises.
• Experience building and maintaining software for scale.
• Clear spoken and written communication
• Accomplished record of bringing significant value as an individual contributor

Build and lead a high performing sales team.
Can articulate a clear vision and set the overall strategy & goals for the business.
Identifying new opportunities in industry verticals and driving expansion into them
Be accountable for the attainment of new customer acquisition targets.
Development of the sales team, includes recruiting, on-boarding and training new Account Executives
Possess formal sales training in solution selling and executing complex sales cycles with CXOs.
Support direct reports by participating and leading in prospect meetings and engaging other corporate resources as required.
Cross functional collaboration : Marketing, Sales Development, Pre Sales, Sales Operations, Legal, Finance.
Drive operational rigour : Monitoring sales activities of the team and tracking results. Drive effective reviews and forecast meetings. Maintain CRM discipline. Ensure forecast accuracy by managing sales pipeline.

Job Role

Freshworks is looking for an exceptional addition to our Customer Success team. Being a customer champion is part of our culture and a guideline for anything we do. Our team plays a central role in this effort and is the primary driver to retain and develop our existing customers.

As a Manager Customer Success (CSM), you will act as a strategic consultant and trusted advisor to our SMB customers. You dedicatedly engage with key partners and help them use the Freshworks platform fully.

Job Summary

Lead the overall strategic plan for the Customer Success team for a particular region based on customer segmentation.
Focus on key metrics - Churn, NRR, NPS by driving product adoption and delivering outstanding customer experience.
Deliver customer value through programs and initiatives.
Recruit and lead high performing teams that are highly motivated and engaged. Inspire and lead by challenging and maximizing the team's strength and aligning its efforts to CXG org's strategy.
Work closely with sales management and Regional Directors to drive cross-functionally and align on business strategies, renewal forecasting, engagement plans, and growth opportunities.
Manage customer escalations with speed and urgency, mobilizing resources across the company as appropriate.
Work closely with Program Manager (Customer Success) to derive data-driven insights/intelligence to run focused and result-oriented customer engagement programs.
Aligning with key customer stakeholders to establish a stronger customer relationship
management program (stakeholder mapping)
Implement and support compliance to Freshworks compliance and information security
processes

Overview of the Role: About the role: As a Data Scientist at Freshworks, you will help identify the right business problems that will be more effectively solved with Machine Learning techniques. Then you will apply your algorithmic and statistical skills, knowledge of ML techniques, grasp of fundamental Math, and familiarity with big data to solve the problem in the simplest possible way. Responsibilities Collaborate with product and business teams to understand all aspects of the problem Define the right target metrics that best represent the end-user value Apply knowledge of ML, statistics, and advanced mathematics to conceptualize, experiment and design an intelligent system Work with engineers to build the system end-to-end including Big Data pipelines and ensure the serving system is scalable and highly performant. Qualifications A Bachelor’s degree or a higher degree in Computer Science, Statistics, Mathematics or a related field. Strong problem-solving and programming skills with a deep understanding of data structures and algorithms. Solid understanding of mathematical underpinnings behind Machine Learning algorithms and proficiency in probability, statistics, linear algebra, calculus, and optimization. Experience with NLP, Distributed Systems, large scale computing, Big Data technologies like Hadoop and Spark are plus.

Responsibilities:

• Build and nurture customer relationships with a portfolio of assigned accounts, Develop and maintain trusted working relationships with key decision-makers and power users within client organizations.
• Achieve high customer retention rates, Identify and manage risks through proactive touchpoints and taking the lead in developing resolution strategies
• Gain a deep understanding of your assigned clients' needs, objectives, and processes to facilitate successful adoption of Freshworks products.
• Collaborate closely with the sales team to identify opportunities for upselling additional services, integrations, and features that enhance client success.
• Drive the resolution of escalated account issues, working closely with Billing, Support, and other departments. 
• Maintain an expert level of knowledge regarding Freshworks products and services.
• Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars and blogs
• Partner with Account Managers to help ensure expansion opportunities are identified and closed successfully
• Gain deep understanding of Freshworks contractual and commercial processes
• Engage in field visits and attend Freshworks events(subject to business need and impact) to meet key customers in person and conduct strategic meetings
• Be a part of the Customer Success pool, manage customer success needs reactively for accounts in the High Velocity segment, primarily consisting of Enterprise customers with significant growth potential

About the role:

● Cross functionally to scale day to day operations of the Business Unit including process creation and management of various cross-functional initiatives.

● This position is people, data, process and communications intensive.

● It requires critical thinking, independence, agility, analytical, organization and interpersonal skills. The ability to interact with leaders at all levels in a fast-paced environment.

Responsibilities will include:

● Drive a regular cadence of project planning and reporting to be able to derive meaningful insights by connecting the business unit portfolio with financial and strategic objectives, including organizing and facilitating regular cadence of cross-functional reviews.

● Drive rigor and visibility around key business metrics by developing and owning operational dashboards to track business goals, hiring, headcount allocation, team charters, cross-functional dependencies etc.

● Partner with Analytics team to ensure targeted data and metrics are available for streamlined decision-making, ad hoc analysis and decision support.

● Manage complex projects to on-time execution.

● Support business reviews, town-halls as needed. Qualifications & Requirements:

● Bachelor's degree or equivalent required. Industry experience in the Software, Cloud, or Infrastructure preferred. 10+years of exp with a minimum of 3-4 years experience in program mgmt.

● Ability to multi-task and manage multiple priorities effectively.

● An outstanding teammate with a can-do attitude, and consistent record of leading or working with diverse teams across multiple locations.

● Ability to operate independently and shift priorities quickly, while maintaining a high degree of organization and control.

● Excellent written and verbal communication skills.

● Executive presence, with the ability to address and influence both executive and mid-level management audiences.