Director, Finance - Sales & Customer Success Partner

22 May 2024

Vacancy expired!

Company Description

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 or 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, our communities and our business.

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 affordable, quick to implement, and designed software for the end-user. More than 50,000 companies from startups to public companies worldwide use Freshworks software-as-a-service to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

Job Description

This Finance leader will be responsible for enhancing customer experience in all interactions with Subscription Management and Billing operations with a focus on driving improvements in communication. This role will be the Voice of Customer via the Sales and Customer Success teams. This person will partner with business leaders across Sales and Customer Success organizations and work on improving sales execution and customer satisfaction.

Key responsibilities:
  • Improve customer satisfaction by overseeing interactions between the Subscription Management & Billing team and Customers, Sales and Customer Success teams on all billing and subscription management matters by analyzing all conversations in both customer facing and internal helpdesk systems.
  • Assess and provide feedback on outgoing communications to ensure professional, compliant and effective customer interaction for issue resolution.
  • Kick off and manage mini projects where needed to address and fix root causes of issues identified.
  • Engage external training firms to conduct ongoing training on effective communication and issue resolution.
  • Conduct continuous formal and informal training sessions to make work easy across all departments interfacing with the subscription management and billing team.
  • Create a playbook for top 200 customer accounts to ensure zero errors and drive effective proactive communication between customers and internal teams.
  • Liaise with internal and external stakeholders for effective and immediate resolution of billing escalations.
  • Collaborate on initiatives to improve the billing processes and systems to create efficiencies.
  • Provide regular updates to management regarding issues and process improvements.

Qualifications

  • Strong communication and influencing skills across all organization levels.
  • Proven leadership and people management capability with a willingness to lead, propose new ideas, coach team members, and be assertive.
  • Focus on providing excellent customer service to internal and external stakeholders.
  • Experience in support functions is a must have.
  • Experience in Billing and Subscription Management operations is a plus.
  • Strong knowledge of the SaaS industry is strongly preferred.
  • Possess strong organizational and time management skills, driving tasks to completion.
  • Demonstrated ability to take ownership for projects and a strong desire to improve processes.
  • Experience in a fast changing, fast-paced multi-national company.
  • Bachelor's degree required. Masters degree preferred.

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 or 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, our communities and our business.

Summary of Freshworks Benefits:Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Flexible PTO + paid time off, flexible spending, commuter benefits, work from home, 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.

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.

  • ID: #41371443
  • State: California Sanmateo 94401 Sanmateo USA
  • City: Sanmateo
  • Salary: USD TBD TBD
  • Job type: Permanent
  • Showed: 2022-05-22
  • Deadline: 2022-07-20
  • Category: Sales