Manager - Customer Onboarding (Engagement Manager) - 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 located in San Mateo, CA and requires an in office presence three days a week.

The Engagement Manager, coordinating closely with customer and internal teams (Product, Engineering, Marketplace, Sales, Pre-sales and Support) is responsible for planning, execution, and successful implementation of our SAAS products for our customers. The Engagement Manager manages cross-functional teams who are responsible for delivering the implementations on time for our customers with quality results.

Major Responsibilities:

• Be the prime contact for customers during implementation and deployment of our software and services.
• Be responsible for all aspects of project management and coordination, including scope and change request management.
• Work closely with project sponsor and stakeholders in defining project goals and objectives as well as planning and delivering the project
• Work closely with customers and internal teams to develop, execute, and monitor implementation/deployment plans to successfully deliver solutions within agreed upon timeframes
• Conduct pre-kick-off and kick-off meetings to establish and communicate project plans, milestones, goals, and associated processes.
• Lead the development and implementation of a coordinated set of plans and programs for all phases to meet the goals and priorities of the projects.
• Participate in establishing practices, templates, policies, tools and partnerships to expand and mature these capabilities for the organization.
• Ensure the prime objective of “delivering moments of wow to our customers” is always met.
• Define resources requirements, organize project teams, and ensure projects are staffed with adequate and appropriate resources.
• Establish and manage communication and risk management plans.
• Coordinate and manage onsite customer visits.
• Monitor and track project progress and work efforts on a daily basis, and report project status to senior management and other stakeholders.
• Coordinate with customer and internal teams to develop work/change orders when needed due to changes in scope, schedules, and dependencies.
• Communicate clearly with management, customers, sales, and developers to ensure business requirements are translated accurately for implementation.
• Recommend product enhancements and new product opportunities to the Product Management team.
• Work closely with sales and implementation services to scope and estimate customer engagements (pre-sale).
• Concurrently work on multiple customer implementation engagements.
• Work across multiple time zones.
• 20+% travel may be required.
• May require working outside office hours.
• Take on other assigned responsibilities as required.

• Minimum 10-12 years of experience of managing/delivering SaaS implementation projects such as Salesforce, Zendesk, ServiceNow, Jira etc…
• 7+ years of experience in a Professional Services Organization (Global SI or SaaS Product)
• A Bachelor degree is Information Systems or related field
• 5+ years of IT project management experience, planning, tracking and managing projects that successfully met timelines
• Formal project management training and/or certification (PMP Certification is a strong plus)
• Proficient in software projects/products implementation
• Experience in using project management and presentation tools
• Experience in writing business requirements and functional specification documents
• Excellent written and oral communication skills
• Strong organizational, presentation, and coordination skills
• Ability to prioritize, work creatively, and perform tasks in solving problems in time-critical situations
• Excellent leadership and interpersonal skills
• Proven track record of working concurrently on multiple customer engagements

California Pay Range: $165,000 - $268,200 comprising an annual salary & incentive compensation: You may also be eligible for equity and additional generous company 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.