Staff Product Manager

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 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).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

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 Description

As an Outbound Product Manager for Freshworks, you will be the voice of the product to
clients, prospects, and GTM stakeholders. Your techno-functional expertise combined with
overall business acumen will allow you to have complete ownership of the external roadmap
for the product, related solutions, and competition. Partnering closely with inbound product
managers and product marketing teams, you will be responsible for developing and executing go-to-market activities that drive business performance, product adoption, and customer satisfaction. In this role, you will facilitate Sales to position the product to the best of its capabilities to improve top-line growth and work with CSMs on client retention strategies from a product perspective. You will be the voice of the customer and will consolidate and funnel market/client feedback to the Product backlog so that it can be prioritized by the Inbound Product managers for ideation and development.

Areas of Responsibility

• Product Liaison
  • Liaison between Product and CXG - Streamline Client asks
    • Work with CXG to identify holistic areas of strengths and weaknesses of the product based on the needs of our existing clients
    • Identify those features, that will have the maximum impact on mitigating churn across the global client portfolio (Source - CXG functions like CSM, Support, Onboarding and Implementation)
    • Understand the regional specific dynamics and pass feedback to the outbound PMs
    • Work with CSMs to identify alternate solutions (Technical, Functional or Business oriented) to client problems to prevent them from churning
  • Liaison between Product and Sales
    • Sales enablement/training - Upskilling GTM teams at scale rather than reactive responses
    • Hold regular discussions at scale to keep educating the revenue-generating functions on the new feature releases and how they can be positioned as part of the solution along with other existing features
    • Help Presales think of out-of-the-box solutions based on Product Strengths and Weaknesses
    • Support the Sales enablement teams to conduct sessions that would help Sales and Presales understand the Product Vision and positioning
• Product Evangelism
  • CXG - Participate in client discussions and quarterly business reviews (for marquee logos) as needed to gather first-hand product feedback, highlight relevant new product releases that support the client’s own business objectives
  • Sales and Presales
    • Facilitate and support Sales org to close deals by articulating the product vision to prospects in the best possible manner
    • Identify a prospect’s long-term and short-term goals and articulate how the roadmap would make sense from the perspective of the prospect
    • Speak at conferences and product events that would build confidence in the product
• Product Adoption - Interact with clients to identify areas where product adoption can be improved to improve the stickiness and prevent churn
• Organize and Classify market feedback - Classify client asks what can be productized and what needs to be custom built. The ones that need to be productized can be mapped to an existing roadmap item or can be classified as a quick win to push for development
• Propose and scope best-in-class Custom app solutions - For features that require custom development via SI partners, work with SI partners and the client to propose best-in-class solutions that are commercially viable for prospects. Advise Sales with the custom apps approach based on whether it will affect the TCO of ownership of the solution
• Understanding the Product vision - Understand