Specialist - 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 Built In Best Place to work in San Francisco and Denver for
the last 3 years. Our customer ratings have earned Freshworks products Trust Radius
Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for
the Price and Best Relationship.

Job Description

Job Summary:

We are seeking a detail-oriented and customer-focused Onboarding Specialist for Freshworks Professional Services to guide customers through the onboarding process, ensuring they successfully adopt and integrate our ITSM product, Freshservice. This role requires strong communication, basic project management, and problem-solving skills to support customers from initial setup to full operational use of our solutions.

Key Responsibilities:

• Serve as the primary point of contact for customers during the onboarding process.

• Execute methodically following a structured onboarding plan tailored to customer needs.

• Configure and customize service settings based on customer requirements.

• Monitor customer progress, collect feedback, and address concerns proactively.

• Develop and maintain comprehensive technical and architectural documentation, covering system configurations, integrations, and customizations

• Identify opportunities to enhance the onboarding experience and improve customer satisfaction.

• Provide product training and best practices to ensure seamless adoption.

• Collaborate with internal teams (Sales, Customer Support, Product, and Engineering) to resolve any onboarding challenges.

• Provide support for post-onboarding transition to account management or customer success teams.

• Act as a product leader instilling confidence by devising innovative solutions during implementation, assessing existing enterprise customer health for improvement suggestions, and providing valuable customer feedback to the product team

• Stay updated on industry trends, Freshworks product updates, and best practices to continually enhance the capabilities of the customer experience 

Qualifications

• Bachelor’s degree in Business, IT, Communications, or a related field (preferred).

• Overall 5-7 years of relevant industry experience 

• 2+ years of experience in ITSM onboarding, customer success, account management, or a similar role preferably on Service Management SaaS tools like Manage Engine, Servicenow, BMC Helix, JIRA etc

• Excellent verbal and written communication abilities to lead customer conversations

• Ability to collaborate and work with Product, Engineering and Solution Architects to deliver best customer experience on Freshservice

• Technical proficiency with software platforms, CRM tools, and onboarding technologies.

• Ability to analyze customer needs and provide tailored solutions.

• Problem-solving mindset and ability to work independently.

• Experience in [Industry-Specific Knowledge, e.g., SaaS, Healthcare, Finance] is a plus.

• Proactive action taking and willingness to deliver more

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.