Freshworks Solutions Consultant
Job Title: Freshworks Solutions Consultant (Pathway to Business Analyst & Project Manager)
Department: Project Delivery
Reports To: Service Delivery and Operations Manager
Job Summary: Exsead is seeking a dynamic and motivated professional to join our team as a Freshworks Solutions Consultant. In this role, you will become an expert in the Freshworks platform, specializing in Customer Experience (CX) and Employee Experience (EX) solutions. You will work closely with customers to implement Freshworks products, ensuring alignment with ITIL best practices for IT Service Management (ITSM). This role is designed for growth: you will start as a solutions consultant, then transition into a Business Analyst (BA) and Project Manager role. You will leverage your product knowledge and consulting skills to drive end-to-end delivery of solutions, helping customers achieve their business goals. This is an excellent opportunity for someone with a background in IT consulting to expand their expertise and take on strategic responsibilities.
Key Responsibilities:
1. Freshworks Implementation & Consulting:
• Become a certified expert in Freshworks products, including Freshdesk, Freshservice, and other CX/EX tools.
• Collaborate with customers to understand their business needs and design tailored Freshworks solutions.
• Configure and customize Freshworks platforms to align with customer requirements and ITIL best practices.
• Provide guidance on ITSM processes, such as incident management, problem management, change management, and service request fulfillment.
2. Customer Success & Support:
• Act as a trusted advisor to customers, helping them maximize the value of their Freshworks investment.
• Conduct training sessions and workshops to educate customers on Freshworks features and functionalities tailored to their needs.
• Troubleshoot and resolve technical issues related to Freshworks implementations.
• Gather customer feedback and work with internal teams to improve product offerings and implementation processes.
3. Business Analysis & Requirements Gathering:
• Work closely with customers to identify their business needs, pain points, and goals.
• Document detailed business requirements and create functional specifications for Freshworks implementations.
• Analyze existing processes and recommend improvements using Freshworks solutions.
• Develop use cases, process flows, and user stories to support implementation projects.
4. Project Management:
• Manage end-to-end delivery of Freshworks implementation projects, ensuring they are completed on time, within scope, and within budget.
• Create project plans, timelines, and milestones, and communicate progress to stakeholders.
• Coordinate with cross-functional teams, including developers, designers, and customer success managers, to deliver high-quality solutions.
• Identify and mitigate risks throughout the project lifecycle.
5. Continuous Learning & Growth: • Stay up-to-date with the latest Freshworks features, updates, and industry trends. • Develop expertise in ITIL frameworks and ITSM best practices.
• Transition into a Business Analyst and Project Manager role, taking ownership of larger projects and strategic initiatives. Skills & Competencies: • Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical stakeholders.
• Proven ability to manage multiple projects and priorities in a fast-paced environment.
• Detail-oriented with a focus on delivering high-quality solutions.
• Self-motivated and eager to learn new technologies and methodologies.
Career Growth Path:
• Short-Term (0-6 months): Become a certified Freshworks expert and deliver successful implementations for customers.
• Medium-Term (12-24 months): Transition into a Business Analyst role, focusing on requirements gathering and process improvement.
• Long-Term (24+ months): Take on Project Management responsibilities, leading end-to-end delivery of complex projects and strategic initiatives.
Job Title: Freshworks Solutions Consultant (Pathway to Business Analyst & Project Manager)
Department: Project Delivery
Reports To: Service Delivery and Operations Manager
Job Summary: Exsead is seeking a dynamic and motivated professional to join our team as a Freshworks Solutions Consultant. In this role, you will become an expert in the Freshworks platform, specializing in Customer Experience (CX) and Employee Experience (EX) solutions. You will work closely with customers to implement Freshworks products, ensuring alignment with ITIL best practices for IT Service Management (ITSM). This role is designed for growth: you will start as a solutions consultant, then transition into a Business Analyst (BA) and Project Manager role. You will leverage your product knowledge and consulting skills to drive end-to-end delivery of solutions, helping customers achieve their business goals. This is an excellent opportunity for someone with a background in IT consulting to expand their expertise and take on strategic responsibilities.
Key Responsibilities:
1. Freshworks Implementation & Consulting:
• Become a certified expert in Freshworks products, including Freshdesk, Freshservice, and other CX/EX tools.
• Collaborate with customers to understand their business needs and design tailored Freshworks solutions.
• Configure and customize Freshworks platforms to align with customer requirements and ITIL best practices.
• Provide guidance on ITSM processes, such as incident management, problem management, change management, and service request fulfillment.
2. Customer Success & Support:
• Act as a trusted advisor to customers, helping them maximize the value of their Freshworks investment.
• Conduct training sessions and workshops to educate customers on Freshworks features and functionalities tailored to their needs.
• Troubleshoot and resolve technical issues related to Freshworks implementations.
• Gather customer feedback and work with internal teams to improve product offerings and implementation processes.
3. Business Analysis & Requirements Gathering:
• Work closely with customers to identify their business needs, pain points, and goals.
• Document detailed business requirements and create functional specifications for Freshworks implementations.
• Analyze existing processes and recommend improvements using Freshworks solutions.
• Develop use cases, process flows, and user stories to support implementation projects.
4. Project Management:
• Manage end-to-end delivery of Freshworks implementation projects, ensuring they are completed on time, within scope, and within budget.
• Create project plans, timelines, and milestones, and communicate progress to stakeholders.
• Coordinate with cross-functional teams, including developers, designers, and customer success managers, to deliver high-quality solutions.
• Identify and mitigate risks throughout the project lifecycle.
5. Continuous Learning & Growth: • Stay up-to-date with the latest Freshworks features, updates, and industry trends. • Develop expertise in ITIL frameworks and ITSM best practices.
• Transition into a Business Analyst and Project Manager role, taking ownership of larger projects and strategic initiatives. Skills & Competencies: • Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical stakeholders.
• Proven ability to manage multiple projects and priorities in a fast-paced environment.
• Detail-oriented with a focus on delivering high-quality solutions.
• Self-motivated and eager to learn new technologies and methodologies.
Career Growth Path:
• Short-Term (0-6 months): Become a certified Freshworks expert and deliver successful implementations for customers.
• Medium-Term (12-24 months): Transition into a Business Analyst role, focusing on requirements gathering and process improvement.
• Long-Term (24+ months): Take on Project Management responsibilities, leading end-to-end delivery of complex projects and strategic initiatives.