Senior Manager - CX Consulting
Freshworks
- London
- Permanent
- Full-time
- Translate business requirements and create a CX Practice that best leverages the Freshworks platform and aligns with Freshworks' best practices for using the Customer Support Suite (CSS) and Neo Platform and integration procedures.
- The architect leverages a best practices design framework and CSS features as appropriate to the overall design.
- Create prototypes and proofs of concept to elicit and define requirements.
- Map business requirements to Freshworks product capabilities and decide when and which custom solutions (custom config or custom dev) are necessary.
- Lead business and functional requirements definition and prioritization/scoping of requirements and sizing of projects.
- Collaborate with cross-functional teams (sales, pre-sales, product strategy/planning, architecture, and delivery) to determine how best to implement Freshworks solutions.
- Architecture and delivery of a robust design model that supports the requirements.
- 10+ years' of overall Customer Support Solutions experience.
- 7+ years in competing customer support solutions vendors and 3+ years In Customer Support experience in any industry.
- Certifications related to any architecture.
- Proficiency with at least one customer support tool.
- Design knowledge and experience in presenting solutions to the customer
- Experience architecting solutions .
- Proven track record of successful project delivery of large enterprise Customer support solutions/implementations.
- Process and Data modelling tools and best practices.
- Experience using agile software delivery methodologies such as Scrum
- Excellent communication skills, equally comfortable with crafting emails as leading a white-board discussion or delivering a technical presentation.
- Experience leading teams in the analysis of complex problems and the design and implementation of related solutions.
- Preferred Experience and Skills: Experienced with projects that involved large data integration and data migration activities as part of the project scope
- Strong ability to document current and future state regarding CX Practice head, functional/technical specifications, data integration, and data migration solution design.
- Full professional proficiency in an additional European language such as German, Dutch, French, Spanish would be an added advantage.
- Company funded Life & Long-Term Disability insurance
- Learning & Reading budget of up to £1,000 per year
- Fitness budget of up to £30 per month
- Free yoga classes twice a week
- Cycle to work Scheme
- Fully stocked pantry with healthy fruits, snacks, gourmet coffee, and breakfast options
- Company Funded Employee Assistance Program (EAP) for both you and your family
- 25 days annual Paid-Time-Off (PTO)
- Discounted Tax Support Services