Specialist - Customer Onboarding

Company Description

At Freshworks, we are dedicated to creating a global workplace where everyone can uncover their true potential, purpose, and passion, regardless of their background, gender, race, sexual orientation, religion, or ethnicity. We firmly stand behind the principle of equal opportunity for all, firmly believing that a diverse workforce fosters a dynamic and enriched environment that advances the objectives of our employees, communities, and business.

Freshworks is at the forefront of enabling businesses to provide exceptional experiences for their customers and employees. We achieve this by taking a fresh, innovative approach to developing and delivering cost-effective, rapidly deployable software tailored to end-users. Over 50,000 companies, spanning from startups to established enterprises, worldwide leverage Freshworks' software-as-a-service offerings to enhance customer experiences (CX and CRM) and employee experiences (ITSM and HRSM).

Based in San Mateo, California, Freshworks operates with a dedicated team across 13 global locations, serving renowned customers such as Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade, and Vice Media.

Freshworks revolutionises how world-class organisations collaborate with customers and colleagues through a comprehensive suite, including Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), and Freshteam (HR management system).

In this role, you will engage daily with a diverse array of external customers and internal teams, bridging the gap between solution development and sales. You will also play a pivotal role in implementing Freshworks products and creating resources and materials to facilitate the expansion of our processes across various industries and regions.

Job Description

We are seeking a highly skilled and experienced Senior Customer Onboarding Specialist to join our SaaS Professional Services Team. In this role, you will ensure seamless implementation and adoption of the Freshworks product suite. You will collaborate with IT Project Managers (Customer Engagement Team) to configure the Freshworks suite of products according to customer requirements and provide product training. Additionally, you will partner with our Sales and Pre-Sales teams, leveraging your product expertise and excellent communication skills to impress mid-market and enterprise customers.

Responsibilities:

• Engage directly with customers to understand their business needs and translate them into product use cases or technical specifications

• Configure the Freshworks suite of products according to customer requirements

• Capture and analyse complex technical requirements from customers and design feasible solutions

• Use critical thinking and problem-solving skills to exceed customer expectations

• Collaborate with internal and customer teams

• Train customers and their teams on daily product use and administration

• Document onboarding steps for future reference and smooth transitions to other teams

• Stay updated with the latest product updates and industry trends, quickly adapting to new features and technologies to provide the best possible service

• Efficiently manage multiple projects simultaneously, ensuring timely and successful delivery of onboarding processes

Qualifications

• Mandatory language requirements: Fluency in English (business level) and minimum B2 level in either German or French

• At least 4 years of experience in a similar role in the SaaS space, specifically with CX or ITSM Products, is also mandatory

• Excellent communication skills (both written and verbal), with strong analytical, problem-solving, and troubleshooting abilities

• Experience with integrating cloud systems using REST APIs

• Basic front-end programming skills, including HTML5, JavaScript, and jQuery.

• Fundamental knowledge of current technology trends and programming concepts

• Ability to quickly learn and understand various SaaS products on the market, such as Freshdesk and Freshservice

• Hands-on experience with configuring SaaS products like Freshdesk, Freshservice, Workday, Salesforce, Zendesk, or ServiceNow is an advantage.

• Strong interpersonal skills for interacting with customers via phone or video calls

• A passion for solving customer needs using our products

• Proven ability to work well in a team environment

• A willingness to learn and grow within a constantly evolving platform

Additional Information

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.