Senior Product Manager

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 ways 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.

About the role:

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.

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.

Pre-requisites:

7+ years of working in global/cross-functional software teams in a software product company. SaaS experience is preferred as you’d settle right in.

● 5+ years of core product management experience in building features for internet software products.

● Being empathetic and having a strong listening ability to understand the other person - may it be a customer or a stakeholder.

● Ability to arrive at Intuitive & simplistic solutions. You need to have a strong sense of UI and usability.

● Ability to communicate complex concepts/customer problems in a simple way to internal & external stakeholders.

● A track record of making day-to-day data-driven decisions in a fast-evolving environment while keeping an eye on the overall vision.

● Having worked in a mode of structured experimentation - measuring and iterating on problems from time to time to achieve product goals.

● Ability to drive customer adoption and engagement; leverage analytical tools and customer feedback for insight driven initiatives

● Self-starter with a passion for independent, creative problem-solving, strong ownership, high commitment and a strong business judgment.

• Master’s degree in computer science, engineering or equivalent practical experience with a strong technical foundation. 
• 5+ years of experience as Product Manager  in a product-led company, ideally in enterprise software or data-intensive platforms
• Entrepreneurial mindset – self-starter, proactive, and able to operate with autonomy in a fast-paced, evolving environment 
• Strong experience in AI/ML product build, with a proven ability to define, prioritize, and communicate ML requirements across large and complex systems. 
• Ability to think from first principles and map data analytics needs to business and technical use cases.  
• Experience in defining metrics and KPIs to support platform evolution and troubleshooting capabilities. 
• Experience in front-facing customer calls and representing the product in external forums and webinars
• Comfortable working with technical teams, with a solid understanding of systems architecture, APIs, and backend infrastructure concepts. 
• Extremely passionate about solving challenging problems.   
• Proven ability to engage, communicate and present to various stakeholders such as engineers, designers, company leaders and customers in a constructive and collaborative relationship.  
• Excellent communication skills, capable of influencing executive stakeholders.  

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.