About Freshworks
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.
Job Description
As a Staff Product Manager, you will be expected to:
- Take Ownership: Own and build modules for sustained differentiation and growth. Develop deep domain expertise and understand trends in the market. The role requires you to plan, build, release, and measure success for end-to-end modules.
- Be a Customer Champion: Develop a sense of empathy with our customer base to build an understanding of various problems. The role is also a bridge between the customer and the engineering teams to ensure focus on solving customer needs & delivering continuous value.
- Practice Craftsmanship: Learn and Practice product craft. Create solutions with delightful user experiences and find the balance between solving the customer problem and shipping the right product solution. We take pride in releasing the smallest of features while iterating and shipping regularly.
- Play as One Team: The role needs you to communicate clearly to various stakeholders of Product development, Engineering, Marketing, Sales & Leadership teams and work together to bring your vision to life.
- Act with Urgency: Breakdown complex problems to phases to help the team make incremental progress while still keeping the bigger picture intact. You’d evangelize the vision and ensure maximum customer value is achieved with the appropriate amount of work.
Qualifications
- 8+ years of working in global/cross-functional software teams in a software product company. SaaS experience is preferred as you’d settle right in.
- Experience in building CX products is a plus.
- Being empathetic and having a strong listening ability to understand the other person - may it be a customer or a stakeholder.
- Ability to arrive at intuitive & uncomplicated solutions from concept to scale by leveraging AI.
- Ability to communicate complex concepts/customer problems in a simple way to internal & external stakeholders.
- A track record of making day-to-day data-driven decisions in a fast-evolving environment while keeping an eye on the overall vision.
- Having worked in a mode of structured experimentation - measuring and iterating on problems from time to time to achieve product goals.