Customer Success Lead
Current-> Collaborate closely with the CSM to create and execute growth plans in alignment with strategic vision.->Overseeing large and medium-scale projects/initiatives that demand intricate cross-functional collaboration and project management expertise.->Identify the challenges and issues a business is encountering through effective and focused discovery sessions and workshops, and conduct audit for product adoption.->Innovate and build new solutions with out-of-the-box thinking.Collaborate with business users to create solution presentations, demonstrations, and prototypes.->Create clear roadmaps that outline how partners can effectively implement and embrace solutions in order to transition from the present to the future state.->Collaborating with the technical team, client, and sales team for a project. Provide deep knowledge sharing with fellow CSM's->Offering online and onsite consultation and product training to our valued customers and partners. Additionally, managing in-person training for our enterprise customers in North America with a monthly recurring revenue of $2,000 and above.->Take the initiative to carefully assess the technical solution needed to meet customer requirements, evaluate both their satisfied and unsatisfied needs, and suggest solutions that provide the best value for both the customer and Freshworks. ->Consistently upheld high customer satisfaction ratings in accordance with company standards.- Work closely with the product and CSM teams to minimize customer churn risk.
