01Key Responsibilities
1. Build and Lead the Chat Function:
- Design the organizational structure, define KPIs, and recruit a high-performing team to own the end-to-end chat experience.
- Align chat objectives with the companys customer acquisition and retention goals.
- Customer Acquisition through Chat:
- Build a playbook for acquisition via chat, focusing on conversion optimization, lead nurturing, and engagement strategies.
- Develop and manage chat flows tailored to different stages of the buyer journey and customer segments.
- Product Support, Cross-sell & Upsell:
- Create workflows to handle product usage queries and support through chat.
- Partner with Sales and Customer Success teams to identify opportunities for cross-sell and upsell via personalized chat interactions.
- Salesforce Chat Agent Implementation:
- Lead the integration and configuration of Salesforce Chat Agent across key digital properties.
- Ensure seamless integration with CRM and other marketing automation platforms.
- AI & Automation:
- Leverage AI and automation to scale chat capabilities, including bot development, chat routing, and personalization.
- Continuously improve chat performance through AI-powered insights, testing, and iteration.
- Data-Driven Strategy & Reporting:
- Monitor and analyze chat engagement, conversion, and resolution metrics.
- Provide insights and recommendations for continuous improvement in chat performance.
- Cross-Functional Collaboration:
- Work closely with Product, Sales, Customer Success, and Marketing teams to align messaging and goals.
- Ensure a consistent and customer-centric chat experience across touchpoints.
Qualifications
- 8+ years of experience in growth, digital marketing, customer experience, or sales operations in a SaaS or tech-driven environment.
- Proven experience in leading chat-based customer engagement and acquisition strategies.
- Strong understanding of Salesforce Chat Agent and other conversational platforms.
- Familiarity with AI tools and automation technologies related to chat and customer engagement.
- Excellent leadership, project management, and stakeholder management skills.
- Data-driven mindset with expertise in performance tracking and analytics.
- Strong written and verbal communication skills.
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 workplace that advances the goals of our employees, communities and the business. .
