CX Consultant
Company: Freshworks
Location: San Mateo
Posted on: January 20, 2023
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Job Description:
Company DescriptionFreshworks 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 DescriptionThis
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.Qualifications10+ 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
InformationThe 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.SummaryType: Full-timeFunction: Information Technology
Keywords: Freshworks, San Mateo , CX Consultant, Professions , San Mateo, California
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