Specialist - Partner Onboarding

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 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.

Job Description

Enablement and Implementation Specialist

Job Description

We are seeking a highly skilled implementation specialist to help enable partners to successfully implement Freshworks products and services and support them during the implementation of Freshworks solutions. In this role, you will demonstrate how you can help in training and provide superior support to our delivery partners as they implement our software products to their customers. This will include answering questions relating to implementation and being ready to escalate to other areas of the organization for more difficult inquiries. To be successful as an implementation specialist, you should be proficient in answering key questions about Freshworks Customer Service Suite, Freshworks Sales and Marketing software and Freshworks ITSM products. Ultimately, an outstanding Implementation Specialist should demonstrate sound technical knowledge as well as exceptional analytical, communication, and customer service skills.

Implementation Specialist Responsibilities:

• ● Virtual meetings with partners to help in pre-sales scoping and solutioning to understand the extent of the implementation.
• ● Being proactive on assigned tasks supporting partner, such as defining key communication process and follow ups
• ● Communicating with partners throughout the implementation to obtain feedback and approval.
• ● Ensuring logging of tickets by partners for all their support needs
• ● Ensuring that the project team is aware of key deliverables and project milestones.
• ● Analyze complex ideas or proposals and build a range of meaningful recommendations.
• ● Use data and insights to inform conclusions and support decision-making.
• ● Oversee formal hand-off of system and operational services to other departments.
• ● Effectively communicate with all business partners ensuring appropriate and timely updates to any potentially impacted group or individual.
• ● Review and verify documentation for compliance and operational accuracy, audit plan design for inefficiencies
• ● Work and counsel with partners on system and service configuration efforts, product adaptation and business best practice solutions.
• ● Provide both large group and individualized training and coaching in support of basic and advanced skills.
• ● Help organize and lead training activities, ongoing site coordination, facilitate conference calls and meetings, data collection, and report writing.
• ● Oversee formal hand-off of system and operational services to other departments/clients.
• ● Initiate and drive specific projects and programs at global and regional level ● Proactively gather information to understand partner needs, and appropriately set expectations with the partner.
• ● Coordinate product needs between partners and company team members. ● Inform partners of product functionalities and solution options.
• ● Help create enablement material to improve partner expertise
• ● Effectively communicate with all business partners ensuring appropriate and timely updates to any potentially impacted group or individual.
• ● Build and maintain partner relationships throughout consulting enablement and engagement sessions and ensure partner satisfaction.

Qualifications

• Bachelor's degree in computer science, engineering, computer information science, information technology, or a related field. 
• 4+ Years proven experience working as an Implementation Specialist or support specialist.
•  Sound technical knowledge of SaaS products. Freshworks products are a big plus.
•  Strong customer support skills.
•  The ability to multitask effectively.
•  The ability to work independently and as part of a team.
•  Strong analytical and problem-solving skills.
•  Excellent organizational and time management skills.
•  Exceptional communication and customer service skills.
•  Detail-oriented.
•  A problem solver with demonstrated time management strength.
•  Sound attention to detail and work ethic.
•  Prior experience as a support operator
•  Able to collaborate with colleagues and partner

Additional Information

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.