Lead - Customer Engagement

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of a tool 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. The Lead - Customer Engagement, coordinating closely with customer and internal teams (Product, Engineering, Marketplace, Sales, Pre-Sales, and Support), is responsible for planning, execution, and successful implementation of our SaaS products for our customers. The Engagement Manager manages cross-functional teams responsible for delivering the implementations on time with quality results. Major 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 to define project goals and objectives, and to plan and deliver the project. Develop, execute, and monitor implementation/deployment plans with customers and internal teams to deliver solutions within agreed timeframes. Conduct pre-kickoff and kickoff meetings to establish and communicate project plans, milestones, and goals. Lead the development and implementation of plans and programs for all project phases. Participate in establishing practices, templates, policies, tools, and partnerships to mature capabilities. Ensure the objective of “delivering moments of wow” is always met. Define resource requirements, organize project teams, and ensure appropriate staffing. Establish and manage communication and risk management plans. Coordinate and manage onsite customer visits. Monitor and report project progress daily to senior management and stakeholders. Develop work/change orders due to scope, schedule, or dependency changes. Communicate business requirements clearly to management, customers, sales, and developers. Recommend product enhancements and new opportunities to Product Management. Collaborate with sales and implementation services to scope and estimate customer engagements. Work across multiple time zones; 20% travel may be required. May require working outside office hours. Qualifications: 5-7 years of Professional Services experience managing SaaS implementation projects (e.g., Salesforce, Zendesk, ServiceNow, Jira). Formal project management training/certification (PMP preferred). Proficient in software project implementation. Experience with project management and presentation tools. Experience in writing business requirements and functional specs. Excellent communication, organizational, presentation, and coordination skills. Ability to prioritize and solve problems under time pressure. Strong leadership and interpersonal skills. Proven track record managing multiple customer engagements concurrently. Additional Information: The base salary range is $100,200-$143,980 USD, dependent on experience and market factors. Freshworks offers comprehensive benefits including health insurances, equity, ESPP, flexible PTO, and parental leave. We are committed to diversity and equal opportunity in the workplace.

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