Total 5 job vacancies by Freshworks

Freshworks is seeking a Voice of Customer (VoC) Specialist to support our efforts in capturing, analyzing, and leveraging customer feedback to drive product improvements and enhance customer experience across our suite of products. Reporting to VoC Manager, you will play a pivotal role in defining our overall VoC strategy and how we proactively centralize all customer listening signals to reduce customer friction and drive deeper loyalty.

Responsibilities:
Customer Feedback Analysis

• Develop and implement a comprehensive survey strategy for collecting, analyzing and reporting out on NPS, CSAT, CES feedback across our product portfolio
• Evaluate enterprise software technologies that could help us refine our listening signals and automate our reporting and measurement capabilities.

Cross-Functional Collaboration:

• Partner closely with Product Management, Engineering, Marketing, Sales, and Customer Success teams to ensure alignment on VoC strategies.
• Act as a liaison between customers and internal teams, advocating for customer needs and driving alignment on product priorities.

Insights Utilization:

• Utilize insights from customer feedback to drive product improvements, enhance customer experience, and increase customer satisfaction and loyalty.
• Develop and implement strategies to effectively communicate customer insights and recommendations to internal stakeholders.
• Develop a cadence for reporting regularly to stakeholders on key metrics across NPS, CES, CSAT and more.

Freshworks is seeking a Voice of Customer (VoC) Manager to lead our efforts in capturing, analyzing, and leveraging customer feedback to drive product improvements and enhance customer experience across our suite of products. Reporting to the VP of Customer Engagement, you will play a pivotal role in defining our overall VoC strategy and how we proactively centralize all customer listening signals to reduce customer friction and drive deeper loyalty. 

Responsibilities:

• VoC Strategy Development:

  • Develop and implement a comprehensive Voice of Customer (VoC) strategy to capture, analyze, and act upon customer feedback across various touchpoints.

  • Drive initiatives to gather qualitative and quantitative insights from customers to inform product development, marketing strategies, and customer success efforts.

• Customer Feedback Analysis:

  • Provide recommendations for collecting customer feedback at scale through surveys and other touchpoints. 

  • Evaluate enterprise software technologies that could help us refine our listening signals and automate our reporting and measurement capabilities.

  • Lead the analysis of customer feedback, including surveys, interviews, and support interactions, to identify trends, pain points, and opportunities for improvement.

  • Collaborate with cross-functional teams, including Product Management, Engineering, and Customer Success, to prioritize and address customer needs.

• Cross-Functional Collaboration:

  • Partner closely with Product Management, Engineering, Marketing, Sales, and Customer Success teams to ensure alignment on VoC strategies.

  • Act as a liaison between customers and internal teams, advocating for customer needs and driving alignment on product priorities.

  • Insights Utilization:

    • Utilize insights from customer feedback to drive product improvements, enhance customer experience, and increase customer satisfaction and loyalty.

    • Develop and implement strategies to effectively communicate customer insights and recommendations to internal stakeholders.

    • Develop a cadence for reporting regularly to stakeholders on key metrics across NPS, CES, CSAT and more.

  • Team Leadership and Development:

    • Build and lead a high-performing VoC team, providing guidance, mentorship, and professional development opportunities.

    • Foster a culture of customer-centricity and continuous improvement within the team and across the organization.

Job Description:

The Customer Success Enablement Lead, is responsible for developing and delivering customer success training programs, collaborating with stakeholders, and building effective training to empower customer success teams to achieve their goals. The ideal candidate will have a strong track record of success in customer success enablement roles with experience in delivering training, developing content, and optimizing customer success processes. Additionally, the ideal candidate must be a self-starter with strong delivery skills, both in-person and virtually, and the ability to develop innovative solutions to improve customer success performance.

Key Responsibilities:

• Execute plans and programs from the Enablement leadership and track impact metrics.

• Deliver onboarding sessions for new joiners and deliver need-based programs for customer success reps.

• Develop and deliver engaging and informative customer success training programs, both in-person and virtually, that align with the overall strategy and goals.

• Build engaging content that supports the delivery of training programs, such as presentations, simulations, and role-playing exercises.

• Design and maintain customer success training materials, presentations, and resources.

• Collaborate with marketing and product teams to create high-quality customer success collateral, presentations, and playbooks that effectively communicate product value propositions and customer success messaging.

• Work closely with customer success leadership to identify training needs and develop customized training plans for customer success teams.

• Deliver training programs in various formats, including in-person workshops, online webinars, and self-paced learning modules.

• Facilitate interactive learning experiences that promote engagement and knowledge retention.

Freshworks is seeking a Voice of Customer (VoC) Specialist to support our efforts in capturing, analyzing, and leveraging customer feedback to drive product improvements and enhance customer experience across our suite of products. Reporting to VoC Manager, you will play a pivotal role in defining our overall VoC strategy and how we proactively centralize all customer listening signals to reduce customer friction and drive deeper loyalty. 

Responsibilities:

• Customer Feedback Analysis

  • Develop and implement a comprehensive survey strategy for collecting, analyzing and reporting out on NPS, CSAT, CES feedback across our product portfolio

  • Evaluate enterprise software technologies that could help us refine our listening signals and automate our reporting and measurement capabilities.

• Cross-Functional Collaboration:

  • Partner closely with Product Management, Engineering, Marketing, Sales, and Customer Success teams to ensure alignment on VoC strategies.

  • Act as a liaison between customers and internal teams, advocating for customer needs and driving alignment on product priorities.

• Insights Utilization:

  • Utilize insights from customer feedback to drive product improvements, enhance customer experience, and increase customer satisfaction and loyalty.

  • Develop and implement strategies to effectively communicate customer insights and recommendations to internal stakeholders.

  • Develop a cadence for reporting regularly to stakeholders on key metrics across NPS, CES, CSAT and more.

Job Description:

Freshworks is seeking a Director of Customer Communications to lead our overall comms strategy in delivering personalized, coordinated, and compliant communications across key milestones across the customer journey. Reporting to the VP of Customer Engagement, this role will establish a robust governance framework and operating plan for delivering more meaningful communications to our customers across key channels (email, in-product, etc.) to improve customer satisfaction, loyalty, and value for our customers.

Key Responsibilities:

• Strategic Planning: Develop and implement a comprehensive customer communications strategy that supports the company’s overall business goals and enhances the customer experience.

• Cross-functional collaboration: Work in partnership with strategic teams across PM, PMM, Enablement, Marketing, Customer Success, Professional Services, Sales, etc. to deliver more personalized and coordinated communications that inform customers on strategic initiatives across Freshworks.

• Establish a comms calendar and governance council to prioritize the most impactful communications during key moments across the fiscal year, e.g., VoC surveys, product updates and releases, company announcements, etc. 

• Customer Feedback: Establish and maintain channels for collecting and aggregating customer feedback to improve our comms strategy and GTM operating model.

• Performance Metrics: Define and track key performance indicators (KPIs) for customer communications, including open rates, response rates, customer satisfaction scores, and the overall impact on customer adoption, retention, and loyalty.

• Brand Consistency: Ensure that all customer communications follow the company’s brand voice, style, and messaging guidelines.

• Regulatory Compliance: Ensure all customer communications comply with relevant regulations and industry standards.

• Excellent communication skills include building customer rapport, conducting interviews, and crafting compelling narratives.

• Strong project management and organizational skills, with the ability to prioritize tasks, meet deadlines and manage multiple projects simultaneously.

• Familiarity with CRM systems, marketing automation platforms, and other tools for managing customer data and marketing content.

• Knowledge of B2B marketing principles and strategies, particularly related to customer advocacy and reference programs

• Creative thinking and problem-solving ability, customer-centric mindset and a passion for delivering exceptional customer experiences.