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Director - Customer Engagement (Community)

Freshworks

Freshworks

Customer Service
Bellevue, WA, USA
Posted on Wednesday, June 5, 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

Please note this role is based in Bellevue, WA and will require an in-office presence.

Freshworks is seeking a Director - Customer Engagement (Community) to spearhead our efforts in nurturing and expanding our customer community. Reporting to the VP of Customer Engagement, you will play a critical role in defining and executing our overall community engagement strategy, ensuring that Freshworks customers feel connected, supported, and empowered throughout their journey with us. This role requires a seasoned leader with extensive experience in building and scaling B2B SaaS communities focused on driving product adoption, loyalty and ongoing evangelism.

Responsibilities:

  • Community Engagement Strategy:

    • Develop and implement a comprehensive community engagement strategy to cultivate a thriving and engaged customer community.

    • Drive initiatives to enhance customer satisfaction, collaboration, and advocacy within the community.

  • Community Building and Management:

    • Lead efforts to build, grow, and nurture a vibrant and inclusive customer community through online forums, social media, events, and user groups.

    • Establish performance and ROI metrics to measure the success of Community tied to company business objectives.

  • Customer Insights and Feedback:

    • Gather and analyze customer feedback and insights from community interactions to identify trends, opportunities, and areas for improvement to impact the GTM and product roadmap.

    • Utilize insights to inform product development, marketing strategies, and customer support initiatives.

  • Voice of Customer (VoC):

    • Develop a closed loop feedback process for how we proactively address timely and relevant customer feedback and route it to appropriate teams across PM/PMM/Support/Sales/Marketing etc, for follow up

    • Establish new and existing listening signals for proactively capturing customer feedback to drive GTM and product roadmap improvements

  • Cross-Functional Collaboration:

    • Partner closely with Product Management, Engineering, Marketing, Sales, and Customer Success teams to ensure alignment on community engagement strategies and opportunities to drive deeper adoption.

    • Act as a liaison between customers and internal teams, advocating for customer needs and driving alignment on product and support priorities.

Community Events:

  • Refine our overarching community events strategy to deliver more impactful and personalized engagements with customers and facilitate stronger peer to peer networking opportunities

  • Scale our Freshworks User Network (FUN) program to new heights by establishing a customer-led model empowering customers to lead regional and global chapters

  • Team Leadership and Development:

    • Build and lead a high-performing Community Engagement team, providing guidance, mentorship, and professional development opportunities.

    • Foster a culture of collaboration, innovation, and continuous improvement within the team and across the organization.

Qualifications

  • Bachelor's degree in Business Administration, Marketing, Communication, or related field; Master's degree preferred.

  • 13+ years of experience in community management, customer engagement, or related roles in the B2B or B2C tech industry.

  • Proven track record of building and nurturing vibrant customer communities and driving engagement and advocacy.

  • Strong analytical skills with the ability to derive actionable insights from community data and feedback.

  • Excellent communication, presentation, and interpersonal skills.

  • Experience in leading cross-functional teams and driving alignment towards common goals.

  • Ability to thrive in a fast-paced, dynamic environment and navigate ambiguity.

  • Comfortable with a dual-site working model between the U.S. and India, with the ability to travel as needed.

If you are passionate about building and fostering vibrant customer communities and driving long-term customer loyalty through community engagement strategies, we'd love to hear from you.

Additional Information

Washington Pay Range: $236,800—$384,800 comprising an annual salary and incentive compensation.

Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.

Freshworks Benefits: Freshworks offers multiple options for medical, dental, vision, disability and life insurance. Flexible time off (plus paid US holidays), commuter benefits (attached to a flexible spending account) 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.