Senior Customer Success Engineer

4 weeks ago

London, Greater London, United Kingdom Freshworks Full time

Company Overview

About Freshworks

Freshworks is dedicated to transforming the way businesses engage with their customers and employees. We achieve this by offering innovative software solutions that are both affordable and user-friendly. With our headquarters in San Mateo, California, we operate globally from 13 locations, serving over 65,000 businesses ranging from startups to established enterprises. Our software-as-a-service offerings are designed to enhance customer relationship management (CRM) and employee experience (ITSM).

Our cloud-based suite includes products such as Freshdesk (for comprehensive customer support), Freshsales (for sales automation), Freshmarketer (for marketing automation), Freshservice (for IT service management), and Freshchat (for AI-driven communication), all supported by our robust platform, Neo.

Freshworks has received recognition in major media outlets like CNBC, Forbes, and Bloomberg, and has been acknowledged as a top workplace in San Francisco and Denver for the past three years. Our products have earned accolades such as TrustRadius Top Rated Software and G2 Best of Awards for their exceptional features, value, and customer relationships.

Role Overview

As a Technical Account Manager (TAM), you will play a pivotal role in ensuring our clients maximize the benefits of the Freshworks product suite. Your primary focus will be on providing strategic insights and support to enhance customer and employee engagement. We prioritize our customers' needs and aim to deliver exceptional experiences that foster loyalty and advocacy.

Key Responsibilities:

  • Deliver dedicated support to a select group of Mid-Market and Enterprise clients who have opted for Premium Support Services.
  • Collaborate with Customer Success Managers to create tailored technical success plans.
  • Oversee support tickets, ensuring timely resolution of customer issues within established service level agreements (SLAs).
  • Diagnose and troubleshoot technical problems, providing effective solutions.
  • Work closely with internal teams to advocate for customer needs while developing solutions.
  • Follow established protocols for escalating unresolved issues to the appropriate teams.
  • Act as the primary point of contact for customers, participating in regular business reviews.
  • Assist Customer Success Managers in technical discussions, including troubleshooting and product roadmap sessions.
  • Maintain regular communication with fellow TAMs and manage dashboards to track account performance.
  • Conduct strategic analyses of accounts to identify trends, issues, and feature requests.
  • Serve as an escalation point for customer concerns, coordinating with support teams for swift resolutions.
  • Monitor reported bugs and collaborate with engineering on prioritization and timelines.
  • Track service downtimes and outages, working with teams to provide timely root cause analyses.
  • Engage with sales and onboarding leadership to promote the benefits of Premium Support Services.
  • Be accountable for the success and renewal of client engagement contracts.
  • Support Customer Success Managers during contract renewals 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.
  • Previous experience in SaaS companies relevant to Freshworks' offerings is highly desirable.
  • Strong understanding of the SaaS business model and associated technologies.
  • Proven ability to provide consultative solutions with excellent technical and troubleshooting skills.
  • Effective communication skills, capable of conveying technical concepts to diverse audiences.
  • Strong interpersonal skills with a collaborative approach to problem-solving.
  • Exceptional written and verbal communication abilities.
  • Customer-centric mindset with a focus on understanding and addressing client needs.
  • Technically proficient, with a willingness to learn new tools and technologies.
  • Excellent analytical, critical thinking, and problem-solving skills.
  • 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. We believe that diversity enriches our work environment and drives our success.

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