Senior Manager - CX Consulting

at  Freshworks

Company Description
About Freshworks
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. More than 50,000 companies - from startups to public companies - around the world use Freshworks software-as-a-service to enable a better customer experience ]CRM) and employee experience (ITSM, HRSM).
Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.
Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).
Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.
While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation. Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com.
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 or 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, our communities and our business.
Job Description
The Freshworks CX Practice head is responsible for architecting the overall Freshworks Customer Support Solution and making complex design decisions to support the business requirements of business partners and product owners.
The CX Practice head works directly with both product and business stakeholders, internal and external, to understand requirements, analyze information, and craft comprehensive solutions. They can drive difficult conversations and remove roadblocks to implement their proposed solution.
The Freshworks CX Practice head drives the optimization of Freshworks solutions, using Freshworks Customer Support Suite product, Customer support industry experience, knowledge, and good communication and negotiation skills to deliver solutions.
As a trusted advisor to internal and external partners serving the Freshworks ecosystem, the Freshworks CX Practice head engages in conversations with executive leaders, technical architects, and business stakeholders that shape the architectural vision, and inform and execute the enterprise Freshworks roadmap.

Your Day to Day:

• Translate business requirements and create a CX Practice that best leverages the Freshworks platform and aligns with Freshworks’ best practices for using the Customer Support Suite (CSS) and Neo Platform and integration procedures.
• The architect leverages a best practices design framework and CSS features as appropriate to the overall design.
• Create prototypes and proofs of concept to elicit and define requirements.
• Map business requirements to Freshworks product capabilities and decide when and which custom solutions (custom config or custom dev) are necessary.
• Lead business and functional requirements definition and prioritization/scoping of requirements and sizing of projects.
• Collaborate with cross-functional teams (sales, pre-sales, product strategy/planning, architecture, and delivery) to determine how best to implement Freshworks solutions.
• Architecture and delivery of a robust design model that supports the requirements.

QUALIFICATIONS

• 10+ years’ of overall Customer Support Solutions experience.
• 7+ years in competing customer support solutions vendors and 3+ years In Customer Support experience in any industry.
• Certifications related to any architecture.
• Proficiency with at least one customer support tool.
• Design knowledge and experience in presenting solutions to the customer
• Experience architecting solutions .
• Proven track record of successful project delivery of large enterprise Customer support solutions/implementations.
• Process and Data modelling tools and best practices.
• Experience using agile software delivery methodologies such as Scrum
• Excellent communication skills, equally comfortable with crafting emails as leading a white-board discussion or delivering a technical presentation.
• Experience leading teams in the analysis of complex problems and the design and implementation of related solutions.
• Preferred Experience and Skills: Experienced with projects that involved large data integration and data migration activities as part of the project scope
• Strong ability to document current and future state regarding CX Practice head, functional/technical specifications, data integration, and data migration solution design.
• Full professional proficiency in an additional European language such as German, Dutch, French, Spanish would be an added advantage.
  Additional Information

Please refer the Job description for details