Senior Customer Onboarding Specialist - Implementations / Professional ServicesLocation: Berlin or Paris (Hybrid)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 has been featured in the global and national press, including CNBC, Forbes, Fortune, and Bloomberg, and has been a Built-In Best Place to Work in San Francisco and Denver for the last three 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.In this role, you will engage daily with various external customers and internal teams, bridging the gap between solution development and sales. You will also play a pivotal role in implementing Freshworks products and creating resources and materials to facilitate the expansion of our processes across various industries and regions.About The Position:We are seeking a highly skilled and experienced Senior Customer Onboarding Specialist to join our SaaS Professional Services Team. In this role, you will ensure seamless implementation and adoption of the Freshworks product suite. You will collaborate with IT Project Managers (Customer Engagement Team) to configure the Freshworks suite of products according to customer requirements and provide product training. Additionally, you will partner with our Sales and Pre-Sales teams, leveraging your product expertise and excellent communication skills to impress mid-market and enterprise customers.Responsibilities:Engage directly with customers to understand their business needs and translate them into product use cases or technical specificationsConfigure the Freshworks suite of products according to customer requirementsCapture and analyse complex technical requirements from customers and design feasible solutionsUse critical thinking and problem-solving skills to exceed customer expectationsCollaborate with internal and customer teamsTrain customers and their teams on daily product use and administrationDocument onboarding steps for future reference and smooth transitions to other teamsStay updated with the latest product updates and industry trends, quickly adapting to new features and technologies to provide the best possible serviceEfficiently manage multiple projects simultaneously, ensuring timely and successful delivery of onboarding processesRequirements:Mandatory language requirements: Fluency in English (business level) and minimum B2 level in either German or FrenchAt least 4 years of experience in a similar role in the SaaS space, specifically with CX or ITSM products, is also essentialExcellent communication skills (both written and verbal), with strong analytical, problem-solving, and troubleshooting abilitiesExperience with integrating cloud systems using REST APIsBasic front-end programming skills, including HTML5, JavaScript, and jQuery.Fundamental knowledge of current technology trends and programming conceptsAbility to quickly learn and understand various SaaS products on the market, such as Freshdesk and FeshserviceHands-on experience with configuring SaaS products like Freshdesk, Freshservice, Workday, Salesforce, Zendesk, or ServiceNow is an advantageStrong interpersonal skills for interacting with customers via phone or video callsA passion for solving customer needs using our productsProven ability to work well in a team environmentA willingness to learn and grow within a constantly evolving platformAdditional information:These are some benefits you can expect from us in return in Germany:Paid Time off - 25 days + additional days of paid time off (PTO) for every year of service for the first 5 years of your employmentLife Insurance Long-Term Disability Discounted Tax Support ServicesEmployee Assistance ProgramYoga - free virtual classes 2 times a weekLearning - reimburse 65% of your class costs (after completion) up to €1,000/yearFeedr - free lunch on Freshworks 3x a week in the officeHybrid working - 3 times a week in our officeAt 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#LI-MM1