Strategic Enterprise Account Manager (CX)

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), 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 a Strategic Account Manager for our CX team, you will lead Freshworks’ efforts to build transformative partnerships with global enterprise organizations. Your expertise in CX solutions will enable you to craft and deliver high-value strategies that help organizations optimize their customer experience and operational efficiency. You’ll thrive in complex sales cycles, engaging C-suite executives and global teams to create lasting impact.

• Custom Engagements: Collaborate with internal teams to design and deliver highly customized solutions that align with the strategic priorities of enterprise organizations.
• Influential Stakeholder Management: Navigate complex organizational structures to align diverse global teams and secure buy-in from decision-makers.
• Creative Solution Selling: Leverage your expertise in CX workforce transformation and enterprise CX solutions to craft tailored proposals that deliver measurable value to clients.
• Account Management: Lead relationship with CX persona for current customers and find new paths of growth
• Strategic Partnership Development: Build long-term, trusted relationships with C-suite executives and global stakeholders to deliver CX transformation strategies.
• Pipeline Management: Strategically manage a high-value pipeline with long sales cycles, ensuring consistent progress toward closing significant deals.

Qualifications

Experience: 12+ years of demonstrated success in enterprise sales, with a proven ability to close large, complex deals and drive value for global organizations.

Expertise:

• Deep understanding of customer support/customer experience organizations, landscapes, and ecosystems

• Demonstrated ability to sell customer support software to multiple personas across both technical and business audiences.

• Proven success in delivering CX transformation solutions that enhance customer experience and operational efficiency.

Skills:

• Expertise in managing custom solution sales processes.

• Exceptional strategic thinking, organizational skills, and the ability to influence at the highest levels.

Traits: Strategic, influential, and organized, with a relentless focus on creating long-term value for clients.

Mindset: A visionary approach to sales with a passion for enabling enterprise organizations to enhance and grow their customer experience. 

Additional Information

This role is based in the Boston Metro Area, and the expected base salary range for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. This role is also eligible for a target bonus

Compensation Package

OTE of $208,400-$280,000 USD

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.