Job Description

Freshworks is looking for a Senior Field Product Manager to guide our product strategy for our flagship product, Freshdesk. Reporting to the Business Unit Head, you will be the lead PM in North America.

Responsibilities:

Build new features and products for Freshdesk. Work with engineering and QA to successfully release features.
Help with sales enablement by partnering with Product Marketing to ensure messaging and content is impactful. Educate sales teams to properly position the functionalities of the product in the eyes of mid-market and enterprise customers.
Completely own support activities for large / strategic customer engagement. Provide deep product expertise to support pre-sales activities for large / strategic customer engagements through high touch onboarding and continuing engagement of large customers.
Work with field sales teams to craft and execute strategies to drive customer adoption.
Ensure translations of the product for different languages / region are done perfectly. Work with different teams to ensure that product experience for different languages is uniform and seamless.
Drive discussions and demos with key customer personnel like CTO, IT Directors and Managers as a subject matter expert, technical point of contact and thought leader for Freshdesk.
Growth Freshdesk consumption in North America and ensure customer satisfaction with Freshdesk.
Develop understanding of customer’s business and technical objectives. Provide a business perspective on customer value by defining, designing, accepting and adapting features and offerings. Drive the end to end feature delivery cycle.
Monitor trends in customer experience, specific customer needs in regions and identify product / marketing opportunities.
Leverage understanding of market and customer demand to drive business growth in the form of revenue goals based on sales to mid-market and enterprise customers.
Contribute to product strategy and roadmap. Create cross-product offerings that will help scale growth in the market. Proactively communicate these roadmap features to customers.
Collaborate across teams such as Engineering, Sales, Pre sales, Product marketing, Solution Architect team, onboarding teams and support teams by creating alignment. Manage stakeholder needs and expectations.
Coordinate product release planning and development of components. Work across teams to deliver world class solutions.
Define success metrics and monitor them.
Identify the top performing accounts in your region and create a farming plan for these accounts. Identify customer usage themes and create a narrative around the next opportunity for Freshworks products within the account.
Conduct product training for customers, support team and sales teams.
Represent Freshworks in events where we showcase our products.
Identify and bring on board customers who can act as our advocates in programs / events.

Skills and Experience:

7+ years of product management with business / outbound experience along with market orientation preferable
3+ years experience in Sales / Pre-Sales / Onboarding is required.
7+ years in the Tech / SaaS market.
At Least 2 years in Executive Product Management.
Experience handling client relationships offering product advice.
Ability to operate in a highly ambiguous and fast paced environment.
Ability to work remotely or at different field offices.
Strong user experience / design sense.
Strong written and oral communication skills.
Proven ability to work with top executives.
Independent with a growth mindset.
Strong execution capabilities.
BE or MS or equivalent relevant experience in functional areas related to Software engineering or Product Management.