Technical Service Account Manager

2 weeks ago

London, United Kingdom Freshworks Inc. Full time

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 from13 global locationsto serve more than 65,000 companies -- from 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.
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.
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. 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.
Provided dedicated support of a select group of Mid-Market and Enterprise customers in US & Europe who opt for Premium Support Services
Provide oversight of support tickets, taking ownership of customer issues reported and ensuring that they are resolved within set SLAs
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
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.
Must be motivated, goal oriented, flexible, able to work independently and deliver on deadline
Experience with ITSM and ITIL.
Enhanced Paid-Time-Off with an additional day for the 1st 5 years of service
~ Company funded Accidental Death & Long-Term Disability (WGA/WIA) insurance
~ Pension supplement of 4% of base salary
~ Company funded on-site restaurant with variety of lunch options provided daily
~ Access to a Collective Health Insurance with ONVZ
~ Enhanced Maternity Leave
~25 days annual Paid-Time-Off (PTO)
~ Company Funded Employee Assistance Program (EAP) for both you and your family
~ Long Service Awards
~ Discounted Tax Support Services

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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