Senior Customer Onboarding Specialist

vor 2 Wochen

Berlin, Berlin, Deutschland Freshworks Vollzeit

Customer Onboarding Specialist - Implementations / Professional Services

Location: Berlin or Paris (Hybrid)

Freshworks is a leading provider of cloud-based software solutions that enable businesses to deliver exceptional customer experiences. We are seeking a highly skilled and experienced Customer Onboarding Specialist to join our SaaS Professional Services Team.

About the Role:

The Customer Onboarding Specialist will be responsible for ensuring seamless implementation and adoption of the Freshworks product suite. This will involve collaborating with IT Project Managers to configure the Freshworks suite of products according to customer requirements, providing product training, and partnering with our Sales and Pre-Sales teams to leverage product expertise and excellent communication skills to impress mid-market and enterprise customers.

Key Responsibilities:

  • Engage directly with customers to understand their business needs and translate them into product use cases or technical specifications
  • Configure the Freshworks suite of products 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, is also essential
  • 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, such as Freshdesk and Freshservice
  • 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

Additional Information:

Freshworks offers a range of benefits to its employees, including paid time off, life insurance, long-term disability, discounted tax support services, employee assistance program, yoga classes, and learning opportunities.

We are committed to 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 believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities, and customers.

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