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
Please note: This role will be based in San Mateo, CA and requires an in-office presence.
As Manager - Program Management focusing on Customer Engagement Programs, you will spearhead strategic cross-functional GTM initiatives to improve how we surprise and delight our customers across every touchpoint along their journey with Freshworks to drive product adoption, retention and loyalty. Reporting to the VP of Customer Engagement, you will set the operational agenda for the team, overseeing budgeting, reporting, and cross-functional collaboration to ensure exceptional customer experiences.

• Define and implement the operational plan and rhythm of the business for the Customer Engagement team, focusing on improving efficiency, collaboration, and visibility with senior leadership.
• Provide oversight on strategic initiatives that require cross-functional support and alignment, particularly those impacting go-to-market (GTM) teams.
• Collaborate closely with key stakeholders to drive successful execution of initiatives.
• Define relevant KPIs and metrics to measure the effectiveness of customer engagement programs.
• Monitor performance against these metrics and provide insights and recommendations for improvement.
• Offer strategic insights and actionable recommendations based on data analysis.
• Establish the comms and promotion strategy across the team to accelerate awareness and growth of our key customer initiatives
• Foster and strengthen partnerships with teams across product management, marketing, support, customer success, and sales to drive accountability and shared outcomes

Qualifications

• Bachelor's degree in Business Administration, Marketing, or related field; Master's degree preferred.
• 7-10 years of experience in program management or customer engagement, preferably in the SaaS or technology industry.
• Strong understanding of customer lifecycle management principles and best practices.
• Excellent communication, presentation, and interpersonal skills.
• Strong understanding of organizational dynamics and the ability to navigate and influence teams across multiple departments including sales, customer success, support, marketing, and product management.
• Excellent project management skills, with attention to detail and the ability to handle multiple priorities.
• Passion for the customer and delivering exceptional experiences on their behalf
• Proven leadership experience with the ability to inspire and motivate teams.
• Analytical mindset with the ability to leverage data to drive decision-making.
• Ability to thrive in a fast-paced, dynamic environment and adapt to change.
• PMP and related certifications a plus

Additional Information
California Pay Range: $183,400-$298,000 comprising an annual salary and incentive compensation.
Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.
Freshworks Benefits: Freshworks offers multiple options for medical, dental, vision, disability and life insurance. Flexible time off (plus paid US holidays), commuter benefits (attached to a flexible spending account) and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.
At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.