Job locaton: Germany
Freshworks is looking for an exceptional addition to our Customer Success Team in Berlin. 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 Principal Customer Success Manager, you will act as a strategic consultant and trusted advisor to our Top Tier customers. You dedicatedly engage with key partners and help them use the Freshworks platform fully. The foundation for this engagement is a precise understanding of our solution as well as in-depth knowledge of the client’s business and industry trends.
1. Build deep relationships and drive product adoption
- Work along with a pre-defined group of our largest and most important customers. Establish connections to partners ranging from support agents to CxOs.
- Engage with customers in a dedicated and regular manner e.g. in (executive) business reviews, roadmap presentations, and product training.
- Understand and document customers’ organisation, its needs, goals, and challenges.
- Educate and train customers on the best ways to use our products and new features. Build success plans to follow data-driven approaches and measure progress based on KPIs.
2. Retain customers
- Analyse product usage data proactively to take necessary actions to improve product adoption and reduce churn
- Conduct diagnostics and identify gaps in the customer’s product setup and processes. Evangelize and guide customers to implement improvements.
- Develop creative solutions in collaboration with technical experts in case the standard feature set is not sufficient to meet customer needs.
3. Inspire customer growth and advocacy
- Work together with your Account Manager to discover opportunities for growth and drive net expansion.
- Promote awareness of Freshworks’ latest innovations and motivate customers to become references, participate in events, and contribute to case studies.
- Win customers for our ‘voice of customers’ initiatives to influence our product strategy and give access to product resources
- Find new and creative ways to create “moments of wow” for our customers.
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This Individual Contributor role is crucial in managing and expanding our strategic partnerships in the DACH region, a key market pivotal to our revenue growth in the upcoming year. The ideal candidate will have a proven track record in nurturing executive-level partner relationships and demonstrating exceptional business planning skills. You will have made significant contributions to growth within the DACH channel community, particularly in the EX/CX space, and have a history of delivering impactful results. Join us at Freshworks, where your expertise in strategic partnership management will be pivotal in driving our growth in the crucial DACH market.
Responsibilities:
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This is an individual contributor position (IC). As a Lead Account Executive at Freshworks, you will play a leading role in accelerating our company's revenue growth in Germany. In this role, you will advocate multiple Freshworks product lines (CX, CRM, ITSM). As a brand ambassador, you will champion our innovative Software-as-a-Service products to make organizations more productive, efficient and customer-oriented.
Working hand-in-hand with our marketing, presales team and business development representatives, you will especially be responsible for acquiring new customers. The business development representatives (BDRs) will support you during the initial contact with potential customers and their qualifications. You will be partially responsible for helping your team of BDRs become successful.
Your role and responsibilities
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Job location - Germany
This is an individual contributor position (IC). As a Senior Territory Sales Executive at Freshworks, you will play a leading role in accelerating our company's revenue growth in Germany. In this role, you will advocate multiple Freshworks product lines (CX, CRM, ITSM). As a brand ambassador, you will champion our innovative Software-as-a-Service products to make organizations more productive, efficient and customer-oriented.
Working hand-in-hand with our marketing, presales team and business development representatives, you will especially be responsible for acquiring new customers. The business development representatives (BDRs) will support you during the initial contact with potential customers and their qualifications. You will be partially responsible for helping your team of BDRs become successful.
Your role and responsibilities
See more jobs at Freshworks