Senior Customer Onboarding Specialist - Implementations / Professional Services

Job Description Job location: Berlin or Paris (Hybrid ) 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 specifications Configure the Freshworks suite of products according to customer requirements Capture and analyse complex technical requirements from customers and design feasible solutions Use critical thinking and problem-solving skills to exceed customer expectations Collaborate with internal and customer teams Train customers and their teams on daily product use and administration Document onboarding steps for future reference and smooth transitions to other teams Stay updated with the latest product updates and industry trends, quickly adapting to new features and technologies to provide the best possible service Efficiently manage multiple projects simultaneously, ensuring timely and successful delivery of onboarding processes   Qualifications Mandatory language requirements:  Fluency in English (business level) and minimum B2 level in either German or French At least  4 years of experience  in a similar role in the SaaS space, specifically with  CX or ITSM products, is also essential Excellent communication skills (both written and verbal), with strong analytical, problem-solving, and troubleshooting abilities Experience with integrating cloud systems using REST APIsBasic front-end programming skills, including HTML5, JavaScript, and jQuery. Fundamental knowledge of current technology trends and programming concepts Ability to quickly learn and understand various SaaS products on the market, such as Freshdesk and Feshservice Hands-on experience with configuring SaaS products like Freshdesk, Freshservice, Workday, Salesforce, Zendesk, or ServiceNow is an advantage Strong interpersonal skills for interacting with customers via phone or video calls A passion for solving customer needs using our products Proven ability to work well in a team environment A willingness to learn and grow within a constantly evolving platform Additional 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 employment Life Insurance Long-Term Disability Discounted Tax Support Services Employee Assistance Program Yoga - free virtual classes 2 times a week Learning - reimburse 65% of your class costs (after completion) up to €1,000/year Feedr - free lunch on Freshworks 3x a week in the office Hybrid working - 3 times a week in our office 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 business   #LI-MM1 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.