Job Description

Company Description

Organizations everywhere struggle under the crushing costs and complexities of "solutions" that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There's another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

As an Associate for Product Adoption, you will be the cornerstone of our customer's success, ensuring they achieve maximum value from our product from day one. You will guide new clients through a seamless implementation journey, empowering them to become expert users and advocates.

Roles & Responsibilities

Lead Customer Onboarding:

Architect and execute tailored onboarding strategies, implementing best practices to accelerate customer time-to-value and drive initial product adoption.

Deliver Expert Training:

Develop and deliver compelling product training sessions and documentation for diverse audiences, from IT administrators to end-users, ensuring high levels of engagement and comprehension.

Serve as a Trusted Advisor:

Act as the primary technical liaison during the onboarding phase, proactively identifying and resolving challenges by collaborating with Product, Engineering, and Support teams to ensure a frictionless customer experience.

Qualifications

Service Management:

ITIL certification or a strong, demonstrable understanding of IT service management frameworks.

Networking Proficiency:

Solid grasp of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and firewalls.

Integration Knowledge:

Familiarity with APIs and identity management solutions such as Active Directory, Okta, or Azure AD.

Key Skills

Customer-Centric Mindset:

A genuine passion for understanding customer needs and translating complex technical solutions into measurable business value.

Analytical Problem-Solving:

An innate ability to diagnose issues, think critically, and drive challenges to a swift and effective resolution.

Exceptional Communication:

The ability to articulate complex technical concepts clearly and concisely to both technical and non-technical stakeholders.

Additional Information

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.