Senior Customer Success Manager - German speaking

<h3>Company Description</h3><p>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 <strong>San Mateo, California,</strong> Freshworks has a global team operating from<strong> 13 global locations</strong> to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service (SaaS) to enable a better customer experience (CRM, CX) and employee experience (ITSM). </p><p>Freshworks’ cloud-based software suite includes <strong>Freshdesk </strong>(omni-channel customer support), <strong>Freshsales</strong> (sales automation),<strong> Freshmarketer </strong>(marketing automation), <strong>Freshservice</strong> (IT service desk), <strong>Freshchat (</strong>AI-powered bots), supported by Neo, our underlying platform of shared services.</p><p>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.</p><h3>Job Description</h3><p>Freshworks is looking for an exceptional addition to our Customer Success Team in Berlin. Being a customer champion is part of our culture and a guideline for anything we do. Our team plays a central role in this effort and is the primary driver to retain and develop our existing customers.</p><p>As a Senior Customer Success Manager, you will act as a strategic consultant and trusted advisor to our Top Tier customers. You dedicatedly engage with key partners and help them use the Freshworks platform fully. The foundation for this engagement is a precise understanding of our solution as well as in-depth knowledge of the client’s business and industry trends.</p><p><strong> 1. Build deep relationships and drive product adoption</strong></p><p> - Work along with a pre-defined group of our largest and most important customers. Establish connections to partners ranging from support agents to CxOs.</p><p> - Engage with customers in a dedicated and regular manner e.g. in (executive)  business reviews, roadmap presentations, and product training.</p><p> - Understand and document customers’ organization, its needs, goals, and challenges.</p><p> - Educate and train customers on the best ways to use our products and its new features. Build success plans to  follow data-driven approaches and measure progress based on KPIs.</p><p><strong> 2. Retain customers</strong></p><p> - Analyze product usage data proactively to take necessary actions to improve product adoption and reduce churn</p><p> - Conduct diagnostics and identify gaps in the customer’s product setup and processes. Evangelize and guide customers to implement improvements.</p><p> - Develop creative solutions in collaboration with technical experts in case the standard feature set is not sufficient to meet customer needs.</p><p><strong> 3. Inspire customer growth and advocacy</strong></p><p> - Work together with your Account Manager to discover opportunities for growth and drive net expansion.</p><p> - Promote awareness of Freshworks’ latest innovations and motivate customers to become references, participate in events, and contribute to case studies.</p><p>- Win customers for our ‘voice of customers’ initiatives to influence our product strategy and give access to product resources</p><p> - Find new and creative ways to create “moments of wow” for our customers.</p><h3>Qualifications</h3><ul><li>This role is to cover the DACH region so You<strong> </strong><strong>must speak</strong> <strong>fluent</strong> <strong>German </strong>as well as English.</li><li>You have<strong> a strong experience as a Customer Success Manager for SaaS products.</strong> Experience in consulting or account management is a big plus.</li><li>You have <strong>experience in managing large/ strategic accounts</strong></li><li>Your engineering or IT product management background is advantageous.</li><li>You communicate clearly and with empathy to become a trusted advisor for our clients at each level of the organisation.</li><li>You collaborate effectively with different internal teams (e.g., sales, marketing, product, and support).</li><li>You enjoy learning about Freshworks’ products and their technical foundation.</li><li>You act with a high degree of curiosity to discover and understand the client’s needs while keeping a professional attitude.</li><li>You combine an analytical mindset with a can-do attitude and you can identify root causes and develop adequate solutions quickly.</li><li>You can manage multiple projects at ease and can quickly switch contexts from technical to business topics, or from agent to C-Level