Customer Marketing Specialist - Freshworks

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 software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. 

Please note: This role will be based in San Mateo, CA and requires an in-office presence.

Freshworks is seeking a Customer Advocacy Specialist to support our North American and Latin American business. This individual will be responsible for developing and growing our fanbase of raving customers in region that openly share their story and advocate on our behalf. The ideal candidate will have excellent communication skills, a passion for building engaging programs, and a desire to nurture our customers across their journey with Freshworks.

• Develop and maintain our customer reference program to identify, engage, and nurture satisfied customers willing to serve as references for marketing and sales activities (1:1 and 1:many sales conversations, identifying speakers, AR/PR requests, and more).

• Grow strong relationships with key customer accounts to identify future opportunities to join Customer Engagement programs (Freshworks Insiders, Community, peer reviews, stories, etc.)

• Work cross-functionally with sales, customer success, product, product marketing, support and marketing to identify potential reference & referral customers across the Freshworks product portfolio

• Partner with the Advocacy lead, content team, and PR in developing customer stories for Latin America; from nurturing and sourcing customers aligned with our priorities, through the creation process, to publication and asset distribution  

• Collaborate with the marketing team to incorporate customer references into marketing collateral, pitch decks, web, press releases, and other promotional materials.

• Track and measure the impact of customer reference activities on deal acceleration and report out on success on a quarterly basis

• Support Americas advocacy efforts by tracking SPIFFs, optimizing the regional program, and other related duties

• Bachelor's degree in Marketing, Communications, Business, or related field (preferred).

• 4-5 years of experience in a customer-facing role, such as customer success, account management, or customer marketing & advocacy.

• Excellent communication skills, including the ability to build rapport with customers, conduct interviews, and craft 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 used to manage 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, with a customer-centric mindset and a passion for delivering exceptional customer experiences.

If you are passionate about optimizing customer experiences and driving long-term customer loyalty through lifecycle and retention marketing strategies, we'd love to hear from you.

California Pay Range: $104,200—$169,300 comprising 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. Bonus/equity may be available.

Freshworks Benefits: Freshworks offers multiple options for medical, dental, vision, disability and life insurance. Flexible time off (plus paid US holidays), commuter benefits (attached to a flexible spending account) 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.