Lead Onboarding Specialist (BOTS) Job Vacancy in Freshworks Chennai, Tamil Nadu – Latest Jobs in Chennai, Tamil Nadu

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Company Name : Freshworks
Location : Chennai, Tamil Nadu
Position : Lead Onboarding Specialist (BOTS)

Job Description : 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.

Job Description
Responsibilities:
Be a prime contact for customers during project implementations and display a high sense of urgency and ownership during customer interactions.Extremely strong in relationship building/management with clients as well as internal stakeholders (Sales, Pre-sales, Customer Success, Product, Engineering, Marketplace and Support).Be responsible for all aspects of project management and coordination, right from kick-off to Go-Live, including scoping and change request managementWork closely with project sponsors and stakeholders (internal & external) in defining project goals, requirements, project planning, tracking and delivering the project(s) in a timely manner/agreed time framesConduct pre-kick-off meetings with sales/pre-sales and kick-off meetings with customers, to establish and communicate project plans, milestones, goals, and associated processes and hence set the right expectations with customersLead the development and implementation of a coordinated set of plans and programs for all phases to meet the goals and priorities of the projectsParticipate in establishing practices, templates (Statement Of Work (SoW), Project plans, trackers), policies, tools and partnerships to expand and mature these capabilities for the organizationEnsure the prime objective of “delivering moments of wow to our customers” is always metDefine resources requirements, organize project teams, and ensure projects are staffed with adequate and appropriate resourcesEstablish and manage communication, escalation and risk management plansCoordinate and manage site visits, if needed. There may be 10% travel requiredMonitor and track project progress and work efforts on a daily basis, and report project status to senior management and other stakeholders. This role includes working on multiple projects at a time so experience of using Agile and waterfall methodologies is preferred.Coordinate with customer and internal teams to develop work/change SOW when needed due to changes in scope, schedules, and dependencies.Communicate clearly with management, customers, sales, and developers to ensure business requirements are translated accurately for implementation.Recommend product enhancements and new product opportunities to the Product Management team. Should also check with the product team as per the timelines committed by themWork closely with pre-sales/sales and implementation services to help estimate customer engagements and keep them updated on latest changes in processWork with SI partners for custom app/integration work for customer engagementsWork closely with Customer Success Manager (CSM) to ensure proper handover after Go-Live is doneTake on other assigned responsibilities as required

Qualifications
Requirements:

Minimum of 8 years’ experience in the software/tech industryExperience in implementation of products like ServiceNow, Jira is must or
working experience in these products
Basic front-end programming skills such as HTML5, Javascript, and JqueryBasic understanding of the technology stack, and programming conceptsUnderstanding of integrations (REST APIs) with cloud systemsAbility to learn and understand the SAAS productsFast learner and can pick up new technologiesGood communication skills and written skillsWilling to work in allotted shifts.Capable of working on a cross-functional team to solve business & tech
problems
Understand the customer requirements and passion to provide solutions
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 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.

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