CX Functional Practice Head

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 Freshworks CX Practice Head, you will play a pivotal role in architecting and optimizing the Freshworks Customer Support Solution. This dynamic position requires you to make strategic design decisions aligned with business partners and product owners' requirements. You will collaborate closely with both internal and external stakeholders, showcasing your expertise in crafting comprehensive solutions that drive business success.

Responsibilities: 

1. Solution Architecture: 

• Translate business requirements into a CX Practice that maximizes the potential of the Freshworks platform.
• Align designs with Freshworks' best practices, utilizing the Customer Support Suite (CSS) and Neo Platform.

2. Collaboration and Communication: 

• Engage with product and business stakeholders to understand requirements and drive discussions.
• Effectively communicate complex design decisions, removing roadblocks hindering solution implementation.
• Serve as a trusted advisor, engaging with executive leaders, technical architects, and business stakeholders.

3. Innovation and Prototyping: 

• Create prototypes and proofs of concept to define and elicit requirements.
• Map business requirements to Freshworks product capabilities, determining the need for custom solutions.

4. Requirements Definition and Prioritization: 

• Lead the definition of business and functional requirements, prioritizing and scoping projects.
• Collaborate with cross-functional teams (sales, pre-sales, product strategy, architecture, and delivery) to implement Freshworks solutions effectively.

5. Project Leadership:

• Drive the architecture and delivery of robust design models supporting project requirements.
• Oversee the optimization of Freshworks solutions using industry experience, product knowledge, and effective communication skills. 

6. Professional Services Center of Excellence: 

• Contribute to the Freshworks Professional Services Center of Excellence, overseeing projects across Freshworks products and the platform.
• Gain exposure to various domains and work on implementing the latest Freshworks products.

7. Visibility and Strategic Impact:

• Hold a high-profile position with visibility across all levels of the organization and services strategy. 
• Shape the architectural vision, inform, and execute the enterprise Freshworks roadmap

This role provides a unique opportunity to influence and contribute to the success of the Freshworks ecosystem. You will be at the forefront of innovation, implementing cutting-edge solutions while working collaboratively with diverse teams and stakeholders.

Please note this is a hybrid role with onsite expectations of 3x/week (Tue-Thur) from our San Mateo, CA (HQ), Bellevue, WA, or Denver, CO office locations.

Qualifications

• 10+ years of comprehensive experience working with Customer Support Solutions
• 7+ years dedicated to engaging with customer support solutions vendors, with at least three years of hands-on experience in customer support across various industries
• Proficient in utilizing at least one customer support tool
• Profound design knowledge with a track record of presenting effective solutions to customers
• Extensive background in archit