Head of Community Engagement

3 weeks ago

London, Greater London, United Kingdom Freshworks Inc. Full time
Position: Head of Community Engagement
Full-time

Function:
Community Management
Freshworks is dedicated to empowering businesses to enhance their customer and employee experiences.

Our innovative approach to software development ensures that our solutions are not only affordable and quick to implement but also user-friendly.

With our headquarters in San Mateo, California, Freshworks operates globally, serving over 65,000 clients ranging from startups to publicly traded companies. Our software-as-a-service offerings are designed to improve customer relationship management (CRM) and employee experience (ITSM).

The Freshworks suite includes a variety of cloud-based tools such as Freshdesk (comprehensive customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service management), and Freshchat (AI-driven chat solutions), all supported by Neo, our shared services platform.

Our commitment to quality has earned Freshworks products accolades such as TrustRadius Top Rated Software and G2 Best of Awards for Best Feature Set, Best Value for Price, and Best Relationship.

Job Overview: In this role, you will collaborate across various departments to ensure alignment between community management, product marketing, sales, and the partner ecosystem, ultimately delivering exceptional solutions for our clients.

You will act as a trusted advisor for key clients, fostering and maintaining robust relationships with C-suite executives.



Key Responsibilities:

As the Head of Community Engagement, your primary focus will be to establish a customer-centric vision and strategy, enhancing thought leadership within the IT Service Management (ITSM) sector and its integration with sales and marketing efforts. You will spearhead go-to-market strategies and execution to boost business performance and elevate customer satisfaction.

Your influence will shape the product roadmap by prioritizing insights from prospects, clients, and field teams.

Working closely with product management and marketing, you will develop and implement go-to-market initiatives alongside the sales team.

Success in this role is measured by the creation of more effective products, increased consumption rates, improved sales efficiency, and enhanced customer success and advocacy.



Drive Product Strategy:

Contribute to the development of superior products by:

  • Collaborating with clients, partners, field teams, and engineering to present a cohesive roadmap for both internal and external stakeholders.
  • Providing competitive intelligence to empower sales teams and enhance their success rates against competitors.
  • Supporting pre-sales and post-sales initiatives to assist sales teams in closing deals and expediting implementation.
  • Engaging with regional customer success and sales teams to facilitate deal closures and drive customer adoption through clear communication of product strategy and roadmap.
  • Partnering with top clients to ensure their success and encourage them to become references.
  • Defining business objectives, go-to-market strategies, and sales initiatives, including target audiences, solutions, and positioning.
  • Creating enablement content and conducting training workshops for sales and technical teams.
  • Collaborating with regional partner teams to drive revenue growth and ensure successful implementations for clients.

Additionally, you will enhance awareness of our product portfolio by crafting and promoting a thought leadership narrative with clients, industry experts, media, analysts, and partners, while representing the product at various conferences and events.

A Bachelor's degree in computer science, mathematics, or a related field, or equivalent practical experience is required.
Qualifications:
- 10+ years of experience in product management or a related field.
- Extensive experience with SaaS solutions in support, sales, and marketing domains.
- Knowledge of ITSM to improve employee experiences across the organization, including engagement across channels and ITIL/ITSM processes.
- Familiarity with application development, analytics, and AI/ML technologies.
- Strong foundation in product management, with a track record of creating successful customer-facing products.
- Proficiency in product packaging, positioning, messaging, pricing, and field enablement.
- Expertise in executing go-to-market strategies within matrixed organizations, with a solid understanding of sales processes and enablement.

We are committed to fostering an inclusive workplace and believe that diversity enriches our work environment, advancing the goals of our employees, communities, and the business.

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