Director - Professional Services

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 affordable, quick-to-implement, and design software for the end user. **More than 60,000 companies** - from startups to public companies - worldwide use Freshworks software-as-a-service (SaaS) to enable a better **customer experience (CX, CRM)** and **employee experience (ITSM, HRSM)**.

Freshworks transforms the way **world-class organizations** collaborate with customers and co-workers. The suite includes **Freshdesk **(omnichannel customer support), **Freshsales** (sales automation), **Freshmarketer** (marketing automation), **Freshservice **(IT service desk), and **Freshteam **(HR management system).

**Job Description**:
**About the team**:
**The EU professional services team**:

- is a diverse group of dedicated and passionate professionals
- Delivers services in 7 European languages
- Operates from multiple European and Indian cities in a hybrid manner
- Includes roles such as services sales, engagement managers, solution architect, and implementation engineers
- Is supported by a larger ecosystem that provides additional services such as migrations, integrations, development, and operations
- Has a strong partner ecosystem across Europe and India to ensure top-quality services for clients.

**Responsibilities**
- Leading and managing a team of professionals who provide consulting and implementation services to customers
- Developing and executing the strategic vision and direction for the regional professional services organization
- Collaborating with Freshworks ecosystem to understand the company's products and services, and leveraging to meet customer needs
- Developing and delivering service offerings to customers, including conducting market and competitive analysis
- Managing customer relationships and ensuring customer satisfaction
- Identifying and pursuing new business opportunities
- Developing and maintaining relationships with key decision makers and influencers at customer and partner organizations
- Ensuring that the professional services team has the necessary resources, tools, and processes to deliver high-quality services to customers
- Setting goals and objectives for the professional services team, and providing coaching and development to team members
- Evaluating the performance of team members and providing feedback to improve their skills and capabilities
- Keeping up to date with industry trends and developments, and staying abreast of new products and services from the company and competitors
- Representing the professional services organization to external stakeholders, such as industry analysts and customers
- Collaborating with other departments within the company and with external partners to drive cross-functional initiatives and strategies that support the growth and success of the professional services organization.
- Responsible for developing and managing the professional services budget,
- Developing and implementing policies and procedures for the professional services team, and creating and maintaining metrics to measure the performance of the professional services team.

**Qualifications**:

- Has minimum of 15+ years of working experience in the relevant industry
- Has worked on the SaaS industry and Professional Services organization
- Has executed the required responsibilities in previous positions
- Has good technical acumen
- Has a proven track record of leading teams.
- Willing to operate from the Freshworks offices of either Berlin or London
- Open to 30% travel to Freshworks and or customer locations
- Business Fluent in English and preferably is also business fluent in one of the European languages such as either German, Dutch or French

Additional Information
**These are some benefits you can expect from us in return**:

- Company funded Life & Long-Term Disability insurance
- Learning & Reading budget of up to €1.000 per year
- Fitness budget of up to €30 per month
- Free yoga classes twice a week
- Fully stocked pantry with healthy fruits, snacks, gourmet coffee, and breakfast options
- Company Funded Employee Assistance Program (EAP) for both you and your family
- Cycle to work Scheme
- 25 days annual Paid-Time-Off (PTO)
- Discounted Tax Support Services

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.