Specialist - Product Adoption (Webinar & Trainings)

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. 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.

Role Overview: We’re seeking a dynamic Specialist in Product Adoption who excels at driving impactful customer engagements through webinars, tailored training sessions, and compelling content development. You will play a key role in accelerating product adoption and maximizing customer success.

Key Responsibilities:

• Webinar Management: Plan, develop, and deliver engaging and impactful webinars designed to accelerate customer product adoption and enhance user proficiency.
• Content Development: Create high-quality, informative, and user-friendly webinar content, presentations, and educational resources tailored to customer segments and personas.
• Tailored Customer Onboarding: Provide customized onboarding experiences, offering strategic insights and best practices to ensure immediate and ongoing product value realization.
• Product Training & Enablement: Deliver clear, interactive product training sessions for IT administrators and end-users, ensuring comprehensive understanding and maximized adoption.
• Proactive Customer Support: Identify and address customer challenges proactively, collaborating cross-functionally to resolve issues swiftly and ensure seamless user experiences.
• Cross-team Collaboration: Work closely with Product, Customer Success, Sales, and Enablement teams to continuously refine adoption strategies, ensuring alignment and effectiveness.

Qualifications:

• Demonstrated experience conducting impactful webinars and developing webinar content is mandatory.
• Prior experience in customer onboarding, product adoption, training, or a similar role.
• Strong communication and presentation skills, capable of conveying technical concepts clearly to diverse audiences.
• Technical proficiency, including:
  • ITIL certification or equivalent knowledge of IT service management.
  • Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, firewalls).
  • Familiarity with APIs and identity management systems like Active Directory.
• Excellent problem-solving abilities, with a proactive approach to identifying and mitigating customer challenges.

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.