Senior Engagement Manager

2 months ago

dubai, United Arab Emirates Freshworks Full time
About FreshworksFreshworks 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. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation.Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available 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 or 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, our communities and our business.Job DescriptionThe Senior Engagement Manager, coordinating closely with customer and internal teams (Product, Engineering, Marketplace, Sales, Pre-sales and Support) is responsible for planning, execution, and successful implementation of our SAAS products for our customers. This role manages cross-functional teams who are responsible for delivering the implementations on time for our customers with quality results.Key Responsibilities• Be the primary contact for customers during implementation and deployment of our software and services.• Prepare well thought out project plans using established PM tools and drive alignment across various teams• Be responsible for all aspects of project management and coordination, including scope and change request management.• Work closely with project sponsor and stakeholders in defining project goals and objectives as well as planning and delivering the project• Work closely with customers and internal teams to develop, execute, and monitor implementation/deployment plans to successfully deliver solutions within agreed upon timeframes• Conduct pre-kick-off and kick-off meetings to establish and communicate project plans, milestones, goals, and associated processes.• Lead the development and implementation of a coordinated set of plans and programs for all phases to meet the goals and priorities of the projects.• Participate in establishing practices, templates, policies, tools and partnerships to expand and mature these capabilities for the organization• Ensure the prime objective of “delivering moments of wow to our customers” is always met.• Define resources requirements, organize project teams, and ensure projects are staffed with adequate and appropriate resources.• Establish and manage communication and risk management plans.• Coordinate and manage site visits.• Monitor and track project progress and work efforts on a daily basis, and report project status to senior management and other stakeholders.• Coordinate with customer and internal teams to develop work/change orders when needed due to changes in scope, schedules, and dependencies.• Communicate clearly with management, customers, sales, and developers to ensure business requirements are translated accurately for implementation.• Recommend product enhancements and new product opportunities to the Product Management team.• Work closely with sales and implementation services to scope and estimate customer engagements (pre-sale).• Concurrently work on multiple customer implementation engagements. • Work across multiple time zones.• Travel to other countries in MEA region will be required as per the needs of customer engagement• May require working outside office hours.• Take on other assigned responsibilities as required.• This would be a 12 month contract.QualificationsQualifications• A Bachelor’s degree• Relevant experience of managing IT projects related to SaaS products• 7+ years of IT project management experience, planning, tracking and managing projects that successfully met timelines• Formal project management training and/or certification (PMP Certification is a strong plus)• Proficient in software projects/products implementation• Experience in using project management and presentation tools• Experience in writing business requirements and functional specification documents • Excellent written and oral communication skills• Strong organizational, presentation, and coordination skills• Ability to prioritize, work creatively, and perform tasks in solving problems in time critical situations• Excellent leadership and interpersonal skills• Proven track record of working concurrently on multiple customer engagementsAdditional InformationAt 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.
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