Vice President, Customer Engagement

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

As the Vice President Customer Engagement, you will be responsible for driving customer value and ensuring the organization has a deep understanding of customer needs, behaviors, and outcomes that directs how we engage customers in the optimal way across the entire relationship to drive business outcomes.

You will develop and implement strategic marketing initiatives to enhance customer interactions, satisfaction, and loyalty. You will lead a dynamic team to create and execute customer-centric campaigns, programs, and experiences that drive engagement and positively impact the overall customer journey.

This role requires a seasoned marketing professional with a deep understanding of customer behavior, data-driven decision-making, and the ability to align marketing efforts with business objectives.

Key Responsibilities

Strategic Leadership:

• Develop and implement a comprehensive customer engagement strategy aligned with overall business goals.
• Provide leadership and guidance to the marketing team, fostering a customer-centric culture and mindset.

Customer Journey Optimization:

• Analyze and map the customer journey to identify key touchpoints and opportunities for engagement.
• Collaborate with cross-functional teams to optimize the customer experience across all channels.

Campaign Development and Execution:

• Lead the creation of targeted marketing campaigns to drive customer acquisition, retention, and upsell opportunities.
• Utilize data and analytics to personalize campaigns and optimize performance.

Brand Positioning and Messaging:

• Ensure a consistent and compelling brand message across all customer touchpoints.
• Collaborate with the branding team to reinforce the brand's value proposition and differentiation in the market.

Cross-Functional Collaboration:

• Work closely with sales, marketing, product, and customer success teams to ensure a unified approach to customer engagement.
• Foster a collaborative environment that facilitates communication and information sharing across teams.

Data-Driven Decision Making:

• Leverage data analytics to gain insights into customer behavior, preferences, and trends.
• Use data to drive marketing strategies and measure the impact of customer engagement initiatives.

Team Development and Management:

• Build and lead a high-performing marketing team, providing mentorship and development opportunities.
• Foster a collaborative and innovative work environment.

Technology Integration:

• Stay informed about marketing technology trends and identify opportunities to enhance customer engagement through the use of technology.
• Collaborate with IT and other relevant teams to implement and optimize marketing technology solutions.

Budget Management:

• Develop and manage the marketing budget, ensuring efficient allocation of resources to achieve business objectives.

Qualifications

• Bachelor's degree in Marketing, Business, or a related field (Master's degree preferred).
• Proven experience in a senior leadership role with a focus on Go-to-Market and customer engagement.
• Strong strategic thinking, analytical, and problem-solving skills.
• Excellent leadership and team management capabilities.
• Demonstrated success in driving customer success and satisfaction.
• Demonstrated success in developing and ex