About Freshworks

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

Job Description

As the Manager of Global Customer Programs, you will be responsible for developing and executing strategies to cultivate a thriving community of advocates who champion the Freshworks brand worldwide. You will collaborate closely with global teams across the organization to amplify customer success stories, drive advocacy initiatives, and ensure that the voice of the customer is integrated throughout our GTM teams. This role requires a dynamic leader with a deep understanding of customer advocacy best practices and a proven track record of building impactful programs on a global scale.

Key Responsibilities:

• Develop and execute a comprehensive global customer advocacy program aimed at identifying, nurturing, and mobilizing advocates as part of our Freshworks Insiders portfolio of programs 

• Develop and implement a comprehensive rewards program to recognize and incentivize customer advocacy, including the creation and launch of an exclusive Industry Awards program.

• Collaborate with regional teams to ensure alignment of advocacy initiatives with local market dynamics and customer needs.

• Build and maintain strong relationships with key customers, serving as a trusted advisor and advocate for their success.

• Work closely with cross-functional teams including marketing, sales, product, and support to incorporate customer feedback into business strategies and initiatives.

• Establish metrics and KPIs to measure the effectiveness of advocacy programs, track the impact on key business objectives, and report on results to key stakeholders.

• Lead a team of customer advocacy specialists, providing mentorship, guidance, and support to drive program success and professional growth.

• Stay informed about industry trends, emerging technologies, and best practices in customer advocacy to continually refine and improve program strategies.

Qualifications

• Bachelor's degree in business, marketing, communications, or a related field; MBA preferred.

• 8+ years of experience in customer advocacy, customer success, or related roles, with a focus on global programs.

• Proven track record of developing and executing successful customer advocacy programs at scale.

• Deep knowledge of customer marketing and advocacy best practices that deliver impact. 

• Experience working with various customer marketing and advocacy platforms including Influitive, Base, Point of References, RO Innovation, etc. 

• Strong leadership skills with the ability to inspire and motivate cross-functional teams.

• Excellent communication and interpersonal skills, with the ability to build rapport and credibility with customers at all levels.

• Analytical mindset with the ability to leverage data and insights to drive decision-making and measure program impact.

• Experience working with CRM systems, marketing automation platforms, and other relevant tools.

• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

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.