Director - Product Management (Outbound)

Company Description

About Freshworks

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. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ 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 (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.

While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation.

Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com.

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.

Please note: this role will be based in San Mateo, CA or Seattle, WA and requires an in office presence.

As the Director of Outbound Product Management, you will be responsible for providing customer-centered product vision and definition, building thought leadership in the Customer Support market segment and its connections to sales and marketing, and driving go-to-market strategy and execution to accelerate business performance and increase customer satisfaction. You will influence the product roadmap by prioritizing input from prospects, customers, and the field. You will be a technical/domain expert who owns the external roadmap for the product, related solutions & competitive differences. Partnering closely with product management and product marketing, you will be responsible for developing and executing go-to-market activities with the field. Success is defined through building more helpful products, accelerating consumption, increasing sales efficiency, and enabling customer success/referencability.

Working cross-functionally, you will drive alignment across the product management, product marketing, sales, sales engineering, and the partner ecosystem to deliver solutions for customers. You will serve as a trusted advisor for large/strategic customers, building and maintaining strong C-suite customer relationships.

Areas of Responsibility:

• Influence Product Strategy: Help build better products.
• Support developing competitive intel to help sellers, sales engineers increase their win rate against the competition.
• Help define business goals, GTM strategy and sales plays, audiences, solutions, positioning.
• Support pre-sales and post-sales opportunities in region to help sellers close deals, expedite go-lives (articulate roadmap/strategy, be executive sponsor).
• Influence decisions around feature prioritization, solutions, functionality, and pricing.
• Collaborate with customers, partners, the field, and engineering to offer a coherent roadmap for our internal and external customers.
• Have strong relationships with regional sales leaders, provide insight in sales QBRs on winning strategies and programs.
• Work with regional partner teams to drive revenue growth through, ensure implementation success for customers.
• Drive go-to-market strategy in a matrixed organization across a variety of industry focus areas and customer segments.
• Work with regional customer success and sales teams to help close deals and drive customer adoption through articulation of product strategy/roadmap, and Work with top customers in region to help them succeed, become references.
• Drive revenue growth organically & inorganically across Freshworks CX product portfolio.
• Raise awareness of the portfolio by building and driving a thought leadership narrative with customers, industry thought leaders, press, analyst and partners, and representing the product at conferences and events.
• Leverage pre-sales and post-sales customer engagements, feedback from the customer success teams to understand regional and segment customer needs.
• Support enablement content creation, and deliver training workshops for sellers and technical teams (sales engineering, professional services, partners).

Qualifications

• Excellent organization and prioritization skills and excellent written and verbal communication skills.
• Significant work experience with SaaS software in support, sales and marketing areas.
• Solid foundation in product management, creating successful customer-facing products, and easy to use products. Strong skills in product packaging, positioning, messaging, pricing, industry-specific needs and field enablement.
• Understanding of support solutions to enhance customer experience (including engagement across channels, telephony, and integrations into sales and marketing SaaS software).
• Experience leading, mentoring, motivating, and managing/developing a team of product managers.
• 10 years of product management or related experience.
• Preferred Qualifications:
• Expertise in driving GTM execution in matrixed organizations, excellent understanding of sales processes, enablement, compensation.
• Bachelor’s degree in computer science, mathematics or other relevant product management discipline, or equivalent practical experience.
• Minimum Qualifications:
• Experience delivering successfully on accelerated timelines.
• Understanding of application development, analytics and AI/ML.

Additional Information

Washington Pay Range: $247,200-407,200+ comprising an annual salary & incentive compensation: You may also be eligible for equity and additional generous company benefits.

Summary of Freshworks Benefits: Freshworks offers multiple options for dental, medical, vision, disability, and life insurance. 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.

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.