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Senior Client Success Manager

3 months ago

London, Greater London, United Kingdom Freshworks Full time

Company Overview

About Freshworks

Freshworks is dedicated to simplifying the process for businesses to enhance their customer and employee experiences. Our innovative approach to software development ensures that our solutions are not only affordable but also quick to implement and user-friendly. With our headquarters in San Mateo, California, we have a diverse team spread across 13 global locations, serving over 65,000 clients ranging from startups to publicly traded companies. Our software-as-a-service offerings empower organizations to improve customer relationship management (CRM) and employee service management (ITSM).

Our suite of cloud-based applications includes Freshdesk (for comprehensive customer support), Freshsales (for sales automation), Freshmarketer (for marketing automation), Freshservice (for IT service management), and Freshchat (featuring AI-driven bots), all supported by Neo, our shared services platform.

Freshworks has been recognized in major media outlets such as CNBC, Forbes, Fortune, and Bloomberg, and has consistently been named a BuiltIn Best Place to Work in San Francisco and Denver for the past three years. Our products have received top ratings from TrustRadius and G2, highlighting our commitment to quality and customer satisfaction.

Role Overview

As a Technical Account Manager (TAM), you will play a crucial role in helping our clients maximize the value of the Freshworks product suite. Your expertise will guide customers in achieving their objectives related to customer and employee engagement. We prioritize customer satisfaction and aim to exceed expectations in every interaction, ultimately transforming customers into lifelong advocates.

In this position, you will support a select group of clients who have opted for Premium Support Services. This role requires effective collaboration with Customer Success Managers, Support, Product, and Engineering teams. You will manage a portfolio of accounts, engaging with teams across various regions as necessary. Your responsibilities will include scaling processes and strategies to empower your team effectively.

Key Responsibilities:

  • Provide dedicated assistance to a select group of Mid-Market and Enterprise clients in the US and Europe who utilize Premium Support Services.
  • Collaborate with dedicated Customer Success Managers to develop tailored technical success plans.
  • Oversee support tickets, ensuring timely resolution of customer issues within established service level agreements (SLAs).
  • Diagnose and troubleshoot client problems, identifying effective solutions.
  • Work closely with internal teams to advocate for customer needs while developing solutions.
  • Follow established procedures for escalating unresolved issues to the appropriate teams.
  • Act as the primary contact for clients, participating in regular meetings such as business reviews.
  • Assist Customer Success Managers in technical discussions, including troubleshooting and product roadmap sessions.
  • Maintain regular communication with TAMs in your team and manage TAM Dashboards to track account performance.
  • Conduct strategic analysis of accounts to provide actionable insights on key issues, bugs, and feature requests.
  • Serve as an escalation point for customer concerns, coordinating with support teams for swift resolutions.
  • Monitor bugs reported by accounts and collaborate with Engineering on prioritization and timelines.
  • Track downtimes and outages, working with Engineering and Support to generate timely root cause analyses.
  • Engage with Sales and Customer Success teams to promote conversion to Premium Support Services.
  • Take responsibility for the success and renewal of client engagement contracts.
  • Assist in renewal discussions to advocate for paid support options.

Qualifications:

  • A minimum of 5 years of experience in technical support, professional services, or consulting within an enterprise SaaS environment, demonstrating increasing levels of responsibility.
  • Experience in SaaS product companies, particularly in areas relevant to Freshworks' offerings, is highly desirable.
  • Strong understanding of the SaaS business model, technologies, and related applications.
  • Proven experience in providing consultative solutions with excellent technical and troubleshooting skills.
  • Ability to communicate complex technical concepts clearly to both technical and non-technical audiences.
  • Strong interpersonal skills with a collaborative approach to problem-solving across various teams.
  • Exceptional written and verbal communication skills.
  • Customer-centric mindset with a strong sense of empathy for client needs.
  • Technically proficient, with a capacity to learn new products and technologies quickly.
  • Excellent problem-solving, analytical, and critical thinking abilities.
  • Self-motivated, goal-oriented, and capable of working independently to meet deadlines.
  • Familiarity with web technologies such as JavaScript, HTML, and CSS.
  • Experience with ITSM and ITIL frameworks.

Additional Information:

At Freshworks, we are committed to fostering a diverse and inclusive workplace that empowers every individual to reach their full potential, regardless of their background. We believe that diversity enriches our work environment and drives our success.