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Strong employer brand, mid-level generalist role, metro location, and broad skill requirements increase candidate competition.
Requires SaaS product, ITSM/ESM and workflow automation experience, so cross-industry transferability is moderately limited.
Explicit 5+ years requirement plus SaaS, ITSM/ESM domain expertise and preferred ITIL certification create moderately strict filters.
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Act as strategic advisor and product SME to maximize customer business outcomes from Freshworks investment.
Drive product adoption, revenue growth, risk mitigation, and influence product roadmap through customer insights.
Develop scalable enablement programs and collaborate across teams to enhance organizational effectiveness and AI integration.
Minimum 5+ years in Customer Success, Solutions Engineering, Technical Consulting, or related customer-facing roles.
Working knowledge of ITIL principles and service management; ITIL certification preferred.
Experience with SaaS platforms in service management, workflow orchestration, or operational support systems.
Willingness to work AMER hours (7PM-4AM).
Experienced in conducting customer workshops, executive engagements, and cross-functional collaboration with Product, Engineering, Sales teams.
Strong domain expertise in Employee Service Management, workflow automation, and AI-enabled operational processes.
Analytical and consultative, able to interpret customer health metrics and influence product strategy through customer insights.