Freshworks is a leading provider of cloud-based customer engagement software.
Freshworks Inc. is the parent company behind the suite of products which includes Freshdesk, Freshservice, Freshsales, Freshcaller, Freshteam, Freshchat, and Freshmarketer. The company’s suite of products is designed to work tightly together to increase collaboration and help teams better connect and communicate with their customers and co-workers. Founded in October 2010, Freshworks Inc. is backed by Accel, Tiger Global Management, CapitalG, and Sequoia Capital India. Freshworks has its HQ in San Bruno, California, and global offices in India, UK, Australia, and Germany. The company's cloud-based suite of SaaS products is widely used by over 100,000 customers around the world including Honda, Bridgestone, Hugo Boss, University of Pennsylvania, Toshiba and Cisco.
Engagement Manager Role Summary
The Engagement Manager will be 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. The Engagement Manager manages cross-functional teams who are responsible for delivering the implementations on time for our customers with quality results.
Be the prime contact for customers during implementation and deployment of our software and services.
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.
20+% travel may be required
May require working outside office hours.
Take on other assigned responsibilities as required.
A Bachelor degree
Minimum 10+ yrs total experience of managing IT projects related to SAAS products, CRM Implementation
6+ 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 engagements