Senior Customer Onboarding Specialist

vor 3 Wochen

Berlin, Berlin, Deutschland Freshworks Vollzeit

About the Role

We are seeking a highly skilled and experienced Senior Customer Onboarding Specialist to join our Professional Services Team at Freshworks. In this role, you will ensure seamless implementation and adoption of our cloud-based software suite.

Key Responsibilities

  • Engage directly with customers to understand their business needs and translate them into product use cases or technical specifications
  • Configure our software suite according to customer requirements
  • Capture and analyze complex technical requirements from customers and design feasible solutions
  • Use critical thinking and problem-solving skills to exceed customer expectations
  • Collaborate with internal and customer teams
  • Train customers and their teams on daily product use and administration
  • Document onboarding steps for future reference and smooth transitions to other teams
  • Stay updated with the latest product updates and industry trends, quickly adapting to new features and technologies to provide the best possible service
  • Efficiently manage multiple projects simultaneously, ensuring timely and successful delivery of onboarding processes

Requirements

  • Mandatory language requirements: Fluency in English (business level) and minimum B2 level in either German or French
  • At least 4 years of experience in a similar role in the SaaS space, specifically with CX or ITSM products
  • Excellent communication skills (both written and verbal), with strong analytical, problem-solving, and troubleshooting abilities
  • Experience with integrating cloud systems using REST APIs
  • Basic front-end programming skills, including HTML5, JavaScript, and jQuery
  • Fundamental knowledge of current technology trends and programming concepts
  • Ability to quickly learn and understand various SaaS products on the market
  • Hands-on experience with configuring SaaS products like Freshdesk, Freshservice, Workday, Salesforce, Zendesk, or ServiceNow is an advantage
  • Strong interpersonal skills for interacting with customers via phone or video calls
  • A passion for solving customer needs using our products
  • Proven ability to work well in a team environment
  • A willingness to learn and grow within a constantly evolving platform

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