Sr. Manager - CX Consulting

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 affordable, quick to implement, and designed software for the end-user. More than 50,000 companies -- from startups to public companies -- worldwide use Freshworks software-as-a-service to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

Job Description

As the Senior Manager of CX Consulting at Freshworks, you will be responsible for architecting innovative solutions within the Freshworks Customer Support Suite (CSS) to meet the diverse needs of our business partners and product owners. You will collaborate closely with internal and external stakeholders to understand requirements, analyze information, and devise comprehensive solutions. Your role will involve driving optimization efforts and serving as a trusted advisor to shape the architectural vision and execute the Freshworks roadmap.

Day-to-day you'll:

• Translate business requirements and create a CX Practice that best leverages the Freshworks platform and aligns with Freshworks' best practices for using the CSS and Neo Platform and integration procedures

• Leverage best practice design framework and CSS features as appropriate to the overall design

• Create prototypes and proofs of concept to elicit and define requirements

• Map business requirements to Freshworks product capabilities and decide when and which custom solutions are necessary

• Lead business and functional requirements definition and prioritization/scoping of requirements and sizing of projects

• Collaborate with cross-functional teams (sales, pre-sales, product, architecture, and delivery) to determine how best to implement Freshworks solutions

• Architect and deliver a robust design model that supports the requirements

This role provides a unique opportunity to influence and contribute to the success of the Freshworks ecosystem and be at the forefront of innovation and implementing cutting-edge solutions.

Please note this is a hybrid role with onsite expectations of 3x/week (Tue-Thur) from our San Mateo, CA (HQ), Bellevue, WA, or Denver, CO office locations.

Qualifications

Required Qualifications:

• 10+ years of overall Customer Support Solutions experience

• Proficient in utilizing at least one customer support tool

• Profound design knowledge with a track record of presenting effective solutions to customers

• Extensive background in architecting solutions

• Demonstrated success in delivering large enterprise customer support solutions, showcasing a proven track record in project implementation.

• Proficiency in using process and data modeling tools, along with a strong understanding of best practices

• Familiarity with agile software delivery methodologies, including Scrum

• Outstanding communication skills, adept at crafting emails, leading whiteboard discussions, and delivering technical presentations

• Leadership experience in analyzing complex problems and leading teams in the design and implementation of solutions

Preferred Qualifications:

• Proven expertise in projects involving substantial data integration and data migration activities within the project scope

• Strong ability to document the current and future state related to Sr. Manager, CX Consulting, functional/technical specifications, and the design of data integration and migration solutions

Additional Information

Colorado Pay Range: $174,000 - $260,000 this range is inclusive of an annual salary and incentive compensation.

Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level.

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.