CX Consultant

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).

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

This is a high-impact individual contributor role that leverages a mix of thought leadership, domain expertise, deal support and relationship management. You will work as a CX evangelist who has proven leadership experience driving organization engagement and provide industry thought leadership around customer service transformation and change management. Reporting to the regional Director, CX Sales, North America, you will leverage a consultative framework to guide customers through their customer service transformation.

• Provide strategic deal support to our NA Field Sales organization helping position and sell our most strategic CX deals throughout the CX Sales funnel.
• Develop a deep understanding of customer’s CX technology stacks to guide customers through their CX transformation.
• Collaborate with the CX Sales team on product solutioning, messaging, change management, strategy, and thought leadership.
• Evangelize industry trends, both internally and externally, serving as the primary spokesperson at CX industry events.
• Partner with Freshworks CX Sales Strategist ensuring new features are relevant to the target segment.
• Serve as a trusted advisor to our customers/prospects, supporting them during full life-cycle implementations.

Qualifications

• 10+ years combined Customer Service Leadership and Consulting experience, and/or similar functions in enterprise software, professional services firm, or respected B2C/retail company.
• 5+ years of experience as the decision-maker working with IT organizations to deploy/optimize contact center/ customer support systems.
• Proven ability leading the change management of digital transformations and customer service systems implementation.
• Familiarity with NPS improvement program, Contact Rate reduction, Agent Productivity, key contact center metrics, and agent training and education.
• Understands tech stack and tools relevant to customer service organizations: WFM, QA/QM, CSAT, CRM, OMS, e-commerce, Digital, Data Warehouse, Analytics.
• 4-year university degree required (Bachelor’s).

Additional Information

The annual OTE range for this position is $220,000—$240,000 USD.

Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.

Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESSP, Flexible PTO + paid time off, flexible spending, commuter benefits, work from home, and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

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.