Senior Customer Onboarding Specialist

il y a 4 jours

Paris, Île-de-France Freshworks Temps plein

About the Role

We are seeking a highly skilled and experienced Senior Customer Onboarding Specialist to join our SaaS Professional Services Team. In this role, you will ensure seamless implementation and adoption of the Freshworks product suite. You will collaborate with IT Project Managers (Customer Engagement Team) to configure the Freshworks suite of products according to customer requirements and provide product training.

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:

  • 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 and 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

What We Offer:

  • Private Medical Insurance
  • Employer Pension
  • Life & Permanent Disability Insurance
  • Short-Term Disability
  • Paid Time off - 25 days + 9 rest days Year 2024 (RTT)
  • Discounted Tax Support Services
  • Employee Assistance Program
  • Yoga - Free 2 times a week, virtual classes
  • Learning - Reimburse 65% of your class costs (after completion), up to €1,000/year
  • Public Transport Reimbursement - Freshworks reimburses monthly 50% of the cost of an annual, monthly or weekly public transport subscription with a recognized provider
  • Hybrid working - 3 times a week in our office

About Freshworks

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 business.

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