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    Lead Customer Support - Denver, United States - Freshworks

    Freshworks
    Freshworks Denver, United States

    3 weeks ago

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    Description
    Company Description

    Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companiesfrom startups to public companies - that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).

    Freshworks' cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

    Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

    Job Description

    Please note this role requires an in office presence presence in our Denver, CO office a minimum of 3 days a week up to 5 days a week.

    TAMs provide expertise to help our customers fully leverage the Freshworks suite of products, as well as strategic guidance to help our customers realize their goals for customer and employee engagement. In every interaction, we put our customers first and strive to exceed every expectation. Our ultimate goal is to deliver that "wow" experience that turns customers into advocates and Customers for Life.

    As the Freshworks product suite grows and becomes more powerful, so do the needs of our customers. The Field TAMs in the Support team will be responsible for supporting customers' who opt for the Premium Support Services. This requires a high level of coordination with Customer Success Managers, Support, Product and Engineering. You will directly support a portfolio of accounts that fall under the Premium Support Services, and will engage with broader teams in India, US and Europe on an as-needed basis. You will scale processes, content and strategies where appropriate, with the goal of supporting and empowering the TAMs in the POD.

    What you'll do:
    • Provided dedicated support of a select group of Mid-Market and Enterprise customers in US & Europe who opt for Premium Support Services.
    • Work with dedicated CSMs to develop technical success plans.
    • Provide oversight of support tickets, taking ownership of customer issues reported and ensuring that they are resolved within set SLAs.
    • Diagnose and troubleshoot problems and identify solutions to resolve customer issues.
    • Collaborate with other appropriate internal teams and represent the customers while figuring out solutions and workarounds.
    • Following standard procedures for the proper escalation of unresolved issues to the appropriate internal teams.
    • Be a primary point of contact to the customer and actively participate in regular customer meetings such as business reviews.
    • Support US & European CSMs in more technical conversations with these customers including troubleshooting, technical discovery, executive business reviews and product roadmap sessions.
    • Have regular cadence with the TAMs in the POD and maintain TAM Dashboards to provide support inferences on all the accounts.
    • Strategic analysis on these accounts based on Contact Codes to provide actionable insights on Top Issues, Bugs and Feature Requests.
    • Act as an escalation point of contact for the Customers in that POD and coordinate with the Support Teams to bring the issues to resolution quickly.
    • Keep track of the Bugs raised by the Accounts and work with Engineering on Prioritisation and Timelines.
    • Keep track of the Downtimes and Outages and work with Engineering and Support to generate a RCA on time.
    • Closely liaise with Sales, CSMs and Onboarding leadership in region to drive conversion to Premium Support Services.
    • Will be directly responsible for their success and renewal of the engagement contract.
    • Work with CSMs during renewals to help pitch for paid support.
    Qualifications
    • At least 5 years of experience in technical support, professional services, or consulting at an enterprise SaaS company with increasing levels of complexity and responsibility.
    • Prior work experience in SaaS product companies in domains relevant to Freshworks' suite of products is highly preferred.
    • Prior experience in leading small teams members).
    • Knowledge of the SaaS business model, SaaS technologies, and related applications.
    • Prior experience in providing in-person consultative solutioning with excellent technical and troubleshooting capabilities.
    • Ability to clearly communicate and present technical concepts to non-technical and technical audiences.
    • Good interpersonal skills and ability to collaborate with various cross-functional teams to solve business and tech problems.
    • Clear, concise, and effective written and oral communication skills.
    • Customer-centricity and empathy towards customers and their needs.
    • Being technically adept, and the ability to pick up and learn new products, tools, and technology.
    • Excellent problem solving, critical thinking, analytical and development skills.
    • Must be motivated, goal oriented, flexible, able to work independently and deliver on deadline.
    • Knowledge and proficiency in web technologies (JavaScript, HTML, CSS).
    • Experience with ITSM and/or CX.
    Additional Information

    Colorado Pay Range: $108,200 - $175,900 comprising an annual salary & incentive compensation: You may also be eligible for equity and additional generous company benefits.

    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.
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