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Director of Product Management - Outbound



London, UK
Posted on Friday, May 3, 2024

Company Description

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. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

Job Description

Job Description

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:As the Outbound Product Manager, you will be responsible for providing customer-centered product vision and definition, building thought leadership in the IT Service Management (ITSM) 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.

  • Influence Product Strategy: Help build better products
    • Leverage pre-sales and post-sales customer engagements, feedback from the customer success teams to understand regional and segment customer needs
    • 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.
    • Support developing competitive intel to help sellers, sales engineers increase their win rate against the competition
  • Drive revenue growth organically & inorganically across Freshworks ITSM product portfolio
    • Support pre-sales and post-sales opportunities in region to help sellers close deals, expedite go-lives (articulate roadmap/strategy, be executive sponsor)
    • 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 go-to-market strategy in a matrixed organization across a variety of industry focus areas and customer segments
    • Help define business goals, GTM strategy and sales plays, audiences, solutions, positioning
    • Have strong relationships with regional sales leaders, provide insight in sales QBRs on winning strategies and programs
    • Support enablement content creation, and deliver training workshops for sellers and technical teams (sales engineering, professional services, partners)
    • Work with regional partner teams to drive revenue growth through, ensure implementation success for customers
  • 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.



  • Minimum Qualifications:
    • Bachelor’s degree in computer science, mathematics or other relevant product management discipline, or equivalent practical experience.
    • 10+ years of product management or related experience.
    • Experience leading, mentoring, motivating, and managing/developing a team of product managers.
  • Preferred Qualifications:
    • Significant work experience with SaaS software in support, sales and marketing areas
    • Understanding of ITSM to enhance employee experience across the enterprise (including engagement across channels, ITIL/ITSM process areas, and integrations into HR, ITOM, and DevOps software)
    • Understanding of application development, analytics and AI/ML
    • 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.
    • Expertise in driving GTM execution in matrixed organizations, excellent understanding of sales processes, enablement, compensation.
    • Experience delivering successfully on accelerated timelines.
    • Excellent organization and prioritization skills and excellent written and verbal communication skills.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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.