Senior Onboarding Specialist

**Company Description** Freshworks is at the forefront of enabling businesses to provide exceptional experiences for their customers and employees. We achieve this by taking a fresh, innovative approach to developing and delivering cost-effective, rapidly deployable software tailored to end-users. Over 50,000 companies, spanning from startups to established enterprises, worldwide leverage Freshworks' software-as-a-service offerings to enhance customer experiences (CX and CRM) and employee experiences (ITSM and HRSM). Based in San Mateo, California, Freshworks operates with a dedicated team across 13 global locations, serving renowned customers such as Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade, and Vice Media. Freshworks revolutionizes how world-class organizations collaborate with customers and colleagues through a comprehensive suite, including Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), and Freshteam (HR management system). In this role, you will engage daily with a diverse array of external customers and internal teams, bridging the gap between solution development and sales. You will also play a pivotal role in implementing Freshworks products and creating resources and materials to facilitate the expansion of our processes across various industries and regions. As a Lead - Onboarding Specialist, you will hold a senior position within the Professional Services team, overseeing the technical and architectural aspects of our deals. Your collaboration with the Professional Services team will involve guiding the discovery process, assessing technical compatibility, mapping out integrations, and monitoring feature requests for strategic opportunities across different regions. In this role, we expect you to be a recognized domain expert in ITSM and a dedicated advocate for our in-house product. **Your role and responsibilities**: - ** Solution Design**:Collaborate with stakeholders to gather requirements and develop custom Freshworks product solutions in line with business goals and industry standards. Create architecture diagrams for proposed designs and deliver presentations. - ** Technical Implementation**:Configure, customize, and deploy Freshworks products, encompassing workflows, automation, integrations, and reporting, to elevate customer support operations. - ** Process Optimization**:Identify areas for enhancement, proposing efficient solutions to improve customer satisfaction and operational efficiency. - ** Documentation**:Develop and maintain comprehensive technical and architectural documentation, covering system configurations, integrations, and customizations. - ** Training and Support**:Provide training to support agents, administrators, and relevant teams, ensuring the proficient use of Freshworks products and ongoing support. - ** Issue Resolution**:Troubleshoot and resolve technical challenges and implementation issues related to Freshworks products. - ** Product Champion**:Act as a product leader in the region, devising innovative solutions during implementation, assessing existing enterprise customer health for improvement suggestions, and providing valuable customer feedback to the product team. **Stay Informed**:Stay updated on industry trends, Freshworks product updates, and best practices to continually enhance the capabilities of the customer support ecosystem. **Qualifications** About you**: - Bringing 5+ years of relevant experience to the table - Exceptional ability to make decisions that benefit both the company and customers - Quick grasp of product and process knowledge - A domain expert and product/channel adoption evangelist - Proficient in handling ambiguity and objections - Strong technical background with hands-on scripting and presales experience - Skilled at saying "No" when necessary without jeopardizing relationships **Skills required**: - ITIL certified - Fluent in both written and spoken French and English. - A problem-solving innovator with a knack for thinking outside the box - Proficient at transforming concepts into easily digestible flowcharts - Extensive expertise in Enterprise landscapes across various domains, including ERP systems, Accounting Systems, HRMS, IDAM, and more - Strong understanding of the Cloud Stack and SaaS products - Proficiency in REST API-based integrations - Project management experience is a valuable asset - Essential prior experience in implementing ITSM products - Hands-on experience with configuring SAAS products such as Freshservice **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 - Cycle to work Scheme - Fully stocked pantry with healthy fruits, snacks, gourmet cof