Specialist - Customer Success (EX) Top Tier

Job Description Key Responsibilities Customer Relationship Management: Build and nurture customer relationships with a portfolio of assigned accounts, post onboarding through the entire customer lifecycle. Retention Excellence: Focus on ensuring high customer retention rates and meeting retention goals. Stakeholder Engagement: Develop and maintain trusted working relationships with key decision-makers and power users within client organizations. Client Understanding: Gain a deep understanding of your assigned clients' needs, objectives, and processes to facilitate successful adoption of Freshworks products. Value Maximization: Collaborate closely with the sales team to identify opportunities forupselling additional services, integrations, and features that enhance client success. Proactive Risk Mitigation: Identify and proactively address risks to client success, engagingclients whenever retention issues are identified. Retention Planning: Develop and execute retention plans for clients at risk of churn, ensuringtheir continued satisfaction. Issue Resolution: Drive the resolution of escalated account issues, working closely with Billing, Support, and other departments. Product Expertise : Maintain an expert level of knowledge regarding Freshworks products and services. Client Advocacy: Represent client interests internally, communicating product concerns, shortcomings, and missing features that may pose retention risks to senior leadership. Contract Management: Manage inquiries, questions, and issues related to contracts from clients and other departments.