Account Manager - Mid-Market

Company Description

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), Freshcat (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

We are looking for an experienced Account Manager with expertise in IT Service Management (ITSM) and Employee Experience (EX) solutions. This role requires a knack for building deep customer relationships, driving incremental business within our existing Freshworks customer base, and showcasing value-driven approaches. The ideal candidate should be a self-starter with a growth mindset, eager to learn, and capable of developing and executing account plans while consistently exceeding revenue targets. 

Key Responsibilities: 

• ITSM & EX Expertise: Leverage knowledge of ITSM and EX solutions to identify and deliver tailored solutions that meet customer needs and drive value
• Customer Relationship Management: Build and nurture strategic relationships with key stakeholders, including C-level executives, to maximize customer satisfaction and retention 
• Revenue Growth: Drive expansion through upselling and cross-selling ITSM and EX offerings, consistently meeting or exceeding revenue targets
• Solution Selling: Lead consultative value-driven conversations with customers, addressing industry-specific use cases for ITSM and EX to strengthen business outcomes
• Strategic Account Planning: Develop and execute account plans that align customer goals with Freshworks' ITSM and EX product capabilities 
• Complex Deal Management: Close multi-stakeholder deals involving ITSM and EX components, collaborating with internal teams such as Customer Success, Implementation, Billing, Support, and Deals
• Cross-Functional Leadership: Partner with cross-functional teams to ensure seamless delivery of ITSM and EX solutions, driving value realization for customers
• Data-Driven Insights: Analyze customer and sales metrics to refine strategies and identify opportunities for expansion within your accounts 
• Customer Enablement: Educate customers on industry best practices, emerging trends in ITSM and EX, and new opportunities for business impact 

Qualifications

• At least 6 years of overall sales experience, including 4+ years in SaaS or solution-based selling, with a focus on ITSM and/or EX solutions
• Demonstrated success selling to VP or C-level executives and driving expanded usage in mid-market and enterprise customers
• Strong consultative sales skills, with a track record of managing and closing complex sales cycles using solution-selling techniques
• Ability to construct and articulate compelling business cases, ROI analyses, and strategic account plans 
• Familiarity with ITSM frameworks (e.g., ITIL) and EX solutions, with the ability to connect these with customer needs
• Experience leading cross-functional teams to deliver tailored ITSM and EX solutions
• Eagerness to learn, adapt, and thrive in a dynamic, customer-focused environment

Additional Information

The annual base salary range for this position is $103,000 — $145,000 USD + Variable Compensation (where applicable)

Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.

Please note this is a hybrid role that requires an in-office presence 3 days/week (Tuesday-Thursday).

Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

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.