Lead - Process and Program Excellence
- freshworks
- 4 - 8 years
- Chennai
- 5 months ago
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Job Description
Job Description- Architect, launch, and manage digital-first customer success programs tailored for the SMB segment.
- Lead the transformation of high-touch customer interactions into scalable 1:many communication strategies, including automated email journeys, in-app nudges, and webinars.
- Define program objectives, key performance indicators (KPIs), and success metrics to measure the impact of all digital initiatives.
- Develop and scale a rich library of customer-facing content (e.g., tutorials, best practice guides, knowledge base articles, videos) to support self-service education and product adoption.
- Create standardized templates and reporting tools that provide customers with insightful data on their usage and success.
- Design and implement scalable frameworks and tools, such as digital business review templates and product adoption models, to empower Customer Success Managers (CSMs) and customers alike.
- Continuously identify and implement process improvements to enhance CSM workflows, customer engagement strategies, and overall post-sale efficiency.
- Act as the primary liaison between the SMB customer base and internal teams, including Product, Marketing, Sales, and Support.
- Serve as the voice of the customer, translating customer feedback and data insights into actionable recommendations for product roadmap prioritization and marketing campaigns.
- Maintain comprehensive documentation for all digital success programs and processes.
- Analyze customer data to track engagement, health, and adoption trends, identifying both risks and opportunities.
- Generate and present regular reports on program performance and KPIs to senior management.
- Bachelors degree in Business, Marketing, Communications, or a related field. A Masters degree is a plus.
- A minimum of 7 years of experience in Cus
Job Classification
Industry: Software ProductFunctional Area / Department: Project & Program ManagementRole Category: Construction / ManufacturingRole: Program Manager - ManufacturingEmployement Type: Full timeContact Details:
Company: FreshworksLocation(s): Chennai
Keyskills: Data analysis Web analytics Project management Analytical SMB Account management Customer engagement Product marketing CRM Salesforce
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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. More than 50,000 companies -- from startups to public companies ...
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