Sr Director Professional Services

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

About the team - 

The NA professional services team : 

1. is a diverse group of dedicated and passionate professionals consisting of Solution Architects, Technical Architects, Engagement Managers, Product consultants, and Services Sales Managers, 
2. operates from multiple NA cities and Indian cities in a hybrid manner
3. is supported by a larger ecosystem that provides additional services such as migrations, integrations, development, and operations
4. has a robust partner ecosystem across NA and LATAM to ensure top-quality customer services.

Responsibilities: 

1. Leading and managing a team of professionals who provide consulting and implementation services to customers
2. Developing and executing the strategic vision and direction for the regional professional services organization
3. Collaborating with the Freshworks ecosystem to understand the company's products and services and leveraging to meet customer needs
4. Developing and delivering service offerings to customers, including conducting market and competitive analysis
5. Managing customer relationships and ensuring customer satisfaction
6. Identifying and pursuing new business opportunities
7. Developing and maintaining relationships with key decision-makers and influencers at customer and partner organizations
8. Ensuring that the professional services team has the necessary resources, tools, and processes to deliver high-quality services to customers
9. Setting goals and objectives for the professional services team and providing coaching and development to team members
10. Evaluating the performance of team members and providing feedback to improve their skills and capabilities
11. Keeping up to date with industry trends and developments and staying abreast of new products and services from the company and competitors
12. Representing the professional services organization to external stakeholders, such as industry analysts and customers
13. Collaborating with other departments within the company and with external partners to drive cross-functional initiatives and strategies that support the growth and success of the professional services organization.
14. Responsible for developing and managing the professional services budget,
15. Responsible for running the North American P&L, meeting or exceeding bookings, budget, and profitability targets, and managing CSAT above 4.3 out of 5
16. Developing and implementing policies and procedures for the professional services team and creating and maintaining metrics to measure the performance of the professional services team.

Qualifications

Preferred Qualifications

• Has a minimum of 15+ years of working experience in a relevant industry
• Has worked in the SaaS industry and Professional Services organization
• Has executed the required responsibilities in previous positions
• Has good technical acumen
• Has a proven track record of leading teams.
• Willing to operate from the Freshworks offices of either San Mateo, CA or Bellevue, WA
• Open to 30% travel to Freshworks and or customer locations
• Business fluency in English

Additional Information

At Freshworks, we create a global workplace that enables everyone to find their true potential, purpose, and passion, regardless of their background, gender, race, sexual orientation, religion, and ethnicity. We are committed