Manager - Customer Onboarding

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 software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. 

Job Description

Position Overview
We seek an inspiring and experienced Manager for the Migrations Team to lead a group of specialists responsible for transitioning customer data from legacy systems into our platform. This role blends technical expertise, people management, and strategic thinking, with a strong emphasis on fostering a positive team culture.As the Manager, you will oversee project delivery, process optimization, and the Profit & Loss (P&L) of the Migrations unit while working closely with Product and Leadership teams to drive innovation and align with organizational goals.
You will also play a critical role in creating an environment where the team feels engaged, excited, and challenged to perform at their best.This is a unique opportunity for a leader with a passion for both technical excellence and team empowerment, and a strategic vision to expand the role’s scope over time.
Key Responsibilities
• Lead, mentor, and develop a high-performing team of migration specialists, fostering a culture of collaboration, creativity, and accountability.
• Cultivate an engaging work environment that makes the team excited to tackle challenges and grow their skills.
• Organize initiatives that make work enjoyable and rewarding, balancing fun with professional growth and excellence.
• Provide regular feedback, conduct performance evaluations, and create personalized development plans for team members.
• Strategic Collaboration
• Partner with the Product team to influence platform enhancements that improve migration efficiency and customer outcomes.
• Collaborate with Leadership to align the team’s objectives with company strategy, identify growth opportunities, and contribute to long-term planning.
• Act as a thought leader, providing insights and recommendations to help shape the company’s strategic direction.
Project Management
• Ensure timely, high-quality delivery of migration projects, meeting customer expectations and business objectives.
• Anticipate and resolve project roadblocks, maintaining a seamless workflow and high levels of customer satisfaction.
• Act as the primary stakeholder in cross-functional initiatives, ensuring migration efforts integrate seamlessly with company-wide goals.
Process Optimization
• Continuously assess and refine migration workflows to enhance scalability, accuracy, and efficiency.
• Lead the adoption of tools and automation to reduce manual effort and improve output quality.
• Establish and maintain clear, comprehensive documentation to standardize processes and facilitate knowledge sharing.
• Manage the P&L of the Migrations unit, ensuring financial efficiency and exploring new revenue opportunities.
• Monitor budget utilization and identify cost-saving measures without compromising quality or timelines.
Customer-Centric Focus
• Serve as a trusted advisor and point of contact for stakeholders, ensuring clear communication and a seamless migration experience and advocate for customer needs within the organization, influencing product development and operational improvements

Qualifications

Bachelor’s degree in Computer Science, IT, Business, or a related field
• 8+ years in data migration or implementation, with 3-5 years in a managerial role
• Proven ability to build and lead high-performing teams, with experience in mentoring and talent development
• Strong knowledge of data migration tools and database systems. Familiarity with automation and cloud platforms • Skilled in managing end-to-end projects, budgets, and P&L to drive efficiency and meet business goals
• Track record of streamlining workflows and adopting tools to enhance efficiency and scalability
• Experience advocating for customer needs and collaborating across teams to improve processes and outcomes
• Experience advocating for customer needs and collaborating across teams to improve processes and outcome

Additional Information

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.