Freshworks Hiring for Global Advocacy Specialist ( Customer Marketing) at Bengaluru, Karnataka Full Time

About Freshworks

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. More than 50,000 companies – from startups to public companies – around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ 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 (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.

Job Description

We are looking for a creative customer marketing professional to join our global Advocacy team to help run global Advocacy initiatives and provide support to regional Advocacy leaders in key areas involving pipeline generation, customer engagement, and process improvement. You will be directly responsible for helping drive revenue growth through the creation of compelling customer references and evidence materials, as well as strengthening relationships with existing customers and building brand awareness. This role provides high visibility and involves cross-functional collaboration where you will be working hand-in-hand with sales, product, marketing and customer-facing teams in the region to identify and develop customer proof points and advocacy assets. You will be expected to manage timely deliverables and support requests for customer advocacy coming in various formats involving varied internal review cycles, each requiring new perspectives and creative approaches.

Recruit customer references and help build an advocacy database aligning to sales, product, and growth marketing needs

Collaborate with global and regional Advocacy leaders in developing and delivering customer reference materials and resources for customer stories

Work closely with Sales teams to identify the right references contributing to time-sensitive deal accelerations

Champion and streamline global Advocacy processes and procedures across regions to ensure a unified, consistent approach to Advocacy

Build trusted relationships with customers ensuring their needs and expectations are met in the reference-building process

Partner with Sales enablement to evangelize customer reference content

Manage incoming service requests from Sales & Marketing teams and adhere to stipulated SLAs

Partner with the Advocacy lead and content teams in developing customer stories for the region

Assist in the running of special programs in global Advocacy, such as PR needs and online review incentivization

Qualifications

3-5 years of Customer Marketing/Program Management roles in a B2B enterprise organization

Innovative thinker and creative problem solver who can effectively manage multiple ongoing assignments in a fast-paced, fluid environment

Strong in collaborating with multiple cross-functional teams with a go-getter attitude

Real passion for building customer advocates and developing customer experiences

Proven track record of successfully handling stakeholder relationships at all levels

Excellent communication and organizational skills

Exceptional time and project management skills and process orientation

Ability to build and maintain effective customer relationships

Listening and persuasion skills

Strong bias toward action with the ability to make decisions quickly amidst multiple stakeholders

Additional Information

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 or 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, our communities and our business.

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.