Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks’ Software-as-a-Service (SaaS) products provide a 360-degree view of the customer, are ready to go, easy to use, and offer quick return on investment. Headquartered in San Mateo, California, Freshworks’ 2,500+ team members work in offices throughout the world. Freshworks has global offices in India, Singapore, Australia, UK, Netherlands, France and Germany.  The company counts over 220,000 businesses in its customer-for-life community around the world including Honda, Bridgestone, Hugo Boss, University of Pennsylvania, Toshiba, Sling TV and Cisco.

Freshworks’ suite of products transform the way world class organizations collaborate with customers and co-workers, includes Freshdesk (Omni-channel customer support), Freshservice (IT Service Desk), Freshsales (Intuitive fully-integrated CRM), Freshmarketer (Marketing Automation Suite), Freshteam (HR Management System for growing teams), Freshchat (Modern messaging software) and Freshcaller (Cloud PBX system).

Freshworks has received numerous accolades from analysts and media including making it to Forbes’ Cloud 100 list, Economic Times Startup of the Year, and a listing on the Magic Quadrant for CRM Customer Engagement, Sales Force Automation & IT Service Management. In addition to Freshworks’ incredible organic growth, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning and Social and Messaging Transformation. Freshworks has raised more than $177 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.freshworks.com.

Responsibilities:

• Develop product positioning that differentiates Freshdesk by understanding customer needs, product roadmap, market trends, and competitive forces.

• Plan and execute product/feature launches across cross-functional teams (spanning Product, Marketing, Support, Service, Sales) and related sales enablement.

• Work with Product Management to establish a continuous feedback loop (encompassing market trends, customer needs, and competitive factors) to influence the product development roadmap and mitigate product gaps.

• Build a profile of the Freshdesk buyer across various industries, verticals, and business roles.

• Collaborate with Sales to understand & support ongoing enablement, and maximize the impact of messaging for the mid-market and enterprise audience.

• Content, Campaigns:

  • Partner with Product Management and Sales to develop a new narrative for Freshdesk Customer Experience and a comprehensive strategy for bringing this solution to market.

  • Drive the production and aggregation of high fidelity Customer Experience related content (marketing, thought-leadership, product demos, webinars, data sheets, solution guides, etc.) for all funnel stages by partnering with the industry's leading creative team.

  • Identify, enable and champion our community of Customers for Life in customer stories, videos and events

• Go-To-Market & Sales Enablement:

  • Enable Freshdesk's global sales and solution engineering teams to ensure that they are able to identify opportunities, position our solution, and drive deals to close.

  • Create compelling and useful enablement assets such as playbooks, deal wins, training decks, FAQs, and videos.

  • Partner with Solution Engineering to build killer demo assets and stories that wow customers

  • Partner with Sales Strategy to create pricing, packaging, and sales incentives that make Freshdesk Customer Experience easy for AEs to sell and easy for customers to purchase.

• Stakeholder Management: 

  • Build consensus, alignment and engagement across Campaigns, Creative, Product Marketing, Product Management, Sales, Pricing Strategy, and Customer Success

Knowledge and Experience:

• 5-7 years product marketing experience

• Strong understanding of the cloud enterprise application space such as Customer Service software or CRM software.

• Enthusiasm and empathy for genuinely improving how businesses serve and engage people

• Can quickly synthesize disparate data into a ‘position’ and craft messaging that connects with both internal stakeholders and customers

• Outstanding storytelling capabilities: crafting a written or visual story in a simple straightforward way

• Strong analytical skills and passion for analyzing products, competitors, and market dynamics.

• Creative thinker that can generate innovative marketing ideas, work collaboratively, and lead a cross-functional team of stakeholders to drive execution.

• Proven ability to work well cross-functionally and with customers.

• Hands-on ability to create a range of marketing assets, including viral on-message product demo videos and succinct slide pitch-decks.

• Strong communication, presentation, writing, and analytical skills

• Keen eye for detail and proven project management skills

• Strong skills in PowerPoint or Google slides

• Experience working with sales teams and partners.

• MBA is a plus

This role is based in our San Mateo, CA headquarters and is not a remote opportunity.