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Customer Advocacy Manager

Company: Freshworks
Location: San Mateo
Posted on: February 16, 2020

Job Description:

Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks' Software-as-a-Service (SaaS) provides customer experience and service management software that are ready to go, easy to use, and offer quick return on investment. Headquartered in San Mateo, California, Freshworks' 2,500+ team members work in offices throughout the world. Freshworks has global offices in India, Singapore, Australia, UK, Netherlands, France and Germany.-- The company counts over 220,000 businesses in its customer-for-life community around the world including Honda, Bridgestone, Hugo Boss, University of Pennsylvania, Toshiba, Sling TV, Sotheby's and Cisco.Freshworks' suite of products transform the way world class organizations collaborate with customers and co-workers, includes Freshdesk (Omni-channel customer support), Freshservice (IT Service Desk), Freshsales (Intuitive fully-integrated CRM), Freshmarketer (Marketing Automation Suite), Freshteam (HR Management System for growing teams), Freshchat (Modern messaging software) and Freshcaller (Cloud PBX system).Freshworks has received numerous accolades from analysts and media including ranking #40 in the prestigious Forbes' Cloud 100 list, Economic Times Startup of the Year, and listings on the Magic Quadrants for CRM Customer Engagement, Sales Force Automation & IT Service Management. In addition to Freshworks' incredible organic growth, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning and Social and Messaging Transformation. Freshworks has raised nearly $400 million in capital-- from brand investors including Accel, CapitalG, and Sequoia Capital and was recently valued at over $3.5 billion. More information is available at www.freshworks.com.Customer Advocacy Manager:As our manager of global customer advocacy you'll help amplify our customer success in AR, PR and Sales channels - all providing a significant impact on revenue.Once you set up the program strategy and infrastructure, the role consists of being a great collaborator, salesperson, and storyteller. The successful candidate will work with sales, marketing and success teams to identify, nurture, and move customers to create powerful advocates and stories on behalf of the Freshworks brand.--The successful candidate is persuasive, an inherent story teller, and possesses strong project management skills to unite the Freshworks organization around the customer advocacy program.-- The person is skilled at rallying the troops to coordinate the efforts and communications that leverages our efforts to support press, analyst and sales efforts.This is a cross functional role that also requires a high degree of accountability to successfully identify and move new customers to become powerful advocates for the Freshworks brand. The leading candidate will be collaborative, creative, a skilled writer, and possess natural sales skills.Responsibilities:Complement the satisfaction and success of a named list of accounts which will be among Freshworks largest customers.Build relationships within the customers to become a trusted and liaison with the Freshworks organization.Work collaboratively with all Freshworks teams and stakeholders to identify, coordinate, and nurture customer advocacy efforts.Identify opportunities and develop a pipeline of customer advocates; prioritize these opportunities to maximize advocacy across the organization.Lead or participate in cross-functional teams on individual advocate activities including press releases, speaking opportunities, press and analyst briefings, awards, and case studies.Help craft and develop powerful customer stories.Ensure that these stories return value to the companies and individuals that are lending their brands.Gain all necessary approvals.Maintain a global customer advocate database and track all opportunities, activities, and assets.Practice effective, excellent communication with management, customers and staff.Knowledge and Experience:SaaS experience: Have worked in a sales, marketing or customer support function with knowledge of technology and/or SaaS products.Strong communication skills: Have compelling and persuasive communication skills, both oral and written.Domain Awareness: Understands the nature of an enterprise technology account and can navigate the account to get things done and communicate the benefits of being a customer advocate.Entrepreneurial: Understands and can work within the business at all levels. You've worked with start-ups and emerging organizations. You understand how to build and grow successful business outcomes.Technically Savvy: Must have a grounding in technology and a demonstrated ability to communicate to the masses.Collaborative: Adds value to all stakeholders and can navigate the needs of each to achieve joint success.--Goal Oriented: Excels at setting and achieving stretch goals.Ability to travel and work across multiple time zones, commiserate with a global role.--B.A. or Masters in a related field

Keywords: Freshworks, San Francisco , Customer Advocacy Manager, Executive , San Mateo, California

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