Senior Customer Onboarding Specialist - Implementations / Professional Services

Company Description

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. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to 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.

Freshworks has been featured in the global and national press, including CNBC, Forbes, Fortune, and Bloomberg, and has been a Built-In Best Place to Work in San Francisco and Denver for the last three years. 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.

Job Description

Job location: Berlin or Paris (Hybrid)

We are seeking a highly skilled and experienced Senior Customer Onboarding Specialist to join our SaaS Professional Services Team. In this role, you will ensure seamless implementation and adoption of the Freshworks product suite. You will collaborate with IT Project Managers (Customer Engagement Team) to configure the Freshworks suite of products according to customer requirements and provide product training. Additionally, you will partner with our Sales and Pre-Sales teams, leveraging your product expertise and excellent communication skills to impress mid-market and enterprise customers.

Responsibilities:

• Engage directly with customers to understand their business needs and translate them into product use cases or technical specifications
• Configure the Freshworks suite of products according to customer requirements
• Capture and analyse complex technical requirements from customers and design feasible solutions
• Use critical thinking and problem-solving skills to exceed customer expectations
• Collaborate with internal and customer teams
• Train customers and their teams on daily product use and administration
• Document onboarding steps for future reference and smooth transitions to other teams
• Stay updated with the latest product updates and industry trends, quickly adapting to new features and technologies to provide the best possible service
• Efficiently manage multiple projects simultaneously, ensuring timely and successful delivery of onboarding processes

Qualifications

• Mandatory language requirements: Fluency in English (business level) and minimum B2 level in either German or French
• At least 4 years of experience in a similar role in the SaaS space, specifically with CX or ITSM products, is also essential
• Excellent communication skills (both written and verbal), with strong analytical, problem-solving, and troubleshooting abilities
• Experience with integrating cloud systems using REST APIsBasic front-end programming skills, including HTML5, JavaScript, and jQuery.
• Fundamental knowledge of current technology trends and programming concepts
• Ability to quickly learn and understand various SaaS products on the market, such as Freshdesk and Feshservice
• Hands-on experience with configuring SaaS products like Freshdesk, Freshservice, Workday, Salesforce, Zendesk, or ServiceNow is an advantage
• Strong interpersonal skills for interacting with customers via phone or video calls
• A passion for solving customer needs using our products
• Proven ability to work well in a team environment
• A willingness to learn and grow within a constantly evolving platform

Additional Information

These are some benefits you can expect from us in return in France:

• Private Medical Insurance
• Employer Pension
• Life & Permanent Disability Insurance
• Short-Term Disability
• Paid Time off - 25 days + 9 rest days Year 2024 (RTT)
• Discounted Tax Support Services
• Employee Assistance Program
• Yoga - Free 2 times a week, virtual classes
• Learning - Reimburse 65% of your class costs (after completion), up to €1,000/year
• Public Transport Reimbursement - Freshworks reimburses monthly 50% of the cost of an annual, monthly or weekly public transport subscription with a recognized provider
• Hybrid working - 3 times a week in our office

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 and 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, communities and business

#LI-MM1

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 and 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, communities and the business.