Senior Account Manager (EX Top Tier - North America)

Company Description

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

Job Description

We are looking for an experienced and strategic Enterprise Account/Portfolio Manager who has a knack in building deep customer relationships and driving incremental business in existing Freshworks customers by delivering value. They should have a consultative sales approach, a successful track record retaining, growing and on-boarding clients with polished presentation skills. This person must demonstrate all the behaviors associated with a high performance sales and customer success culture, specifically managing a pipeline of business opportunities and delivering results against a quota. This individual will provide the best consultative experience possible for our customers.

Responsibilities:

• You’ll become the resident expert on the Freshworks platform and will expand our cloud-based software usage in existing customers

• Drive expansion through upsell and cross-sell to meet or exceed revenue targets

• Professionally manage relationships with a portfolio of assigned accounts

• Demonstrating / selling value to key stakeholders within the accounts with Customer Success Plans and strategies

• Build a plan to maximize revenue, and customer satisfaction within your accounts

• Gain a thorough understanding of assigned client’s needs, objectives, and processes to

ensure that they successfully adopt and deploy Freshworks suite of products

• Create & articulate compelling value conversations with C-Level stakeholders also work in alignment with inside stakeholders namely Implementations, Billing, Support, deals teams etc.

Qualifications

• Experience selling to VP or C level executives in companies

• 4-8 years of overall experience in sales. 2+ years of SAAS sales experience/solution based selling experience (ITSM selling preferred) 

• Experience in driving expanded usage in existing customers

• Track record of success selling into Mid Market and Enterprise companies preferably for US customer base

• Experience managing and closing complex sales-cycles using solution selling techniques

• Consultative sales skills and ability to construct and articulate strong business cases and ROI, strategic account planning and execution skills.

• Proven track record of consistent account growth and quota achievement

• Thorough understanding/experience in related technology in the CRM/EX/CX space

• Experience with account portfolio planning, management, and prioritization

• Strong project management capability and ability to multitask

• High attention to detail and willingness to get “in the weeds” to fix a problem

• Knowledge of customer success best practices

• Experience driving client adoption of technology or software product

• Skilled in virtual presentations, online web demos, remote sales processes

• Strong interpersonal skills, ability to convey and relate ideas to others

• Vibrant and energetic attitude, willingness to perform and get things done

• Bachelor’s Degree/Master’s degree preferred

• A technical background is a plus

• Flexibility to work in the night shift (5PM-2AM)

Additional Information

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.