CONSULTANT, CX / ITSM - Freshworks
You will be based in Singapore, and be involved in Solutions Project Delivery & Implementation, and Pre-Sales activity to potential prospect organizations.
The position offers a challenging environment, with extensive working experience on leading edge technology, and interaction with strategic organizations and commercial enterprises.
RESPONSIBILITIES:
• Execution of pre-sales and post-sales role, for example, technical responses as part of a project/tender proposal, preparation of statement of work, onsite or offsite implementation work, post implementation reports and recommendations etc.
• Understand business objectives and needs, and recommend solutions that will enable the achievement of those goals
• Serve as a liaison between business and technical teams, providing expert knowledge on CX / ITSM software and how it can be used to solve specific business problems and design IT systems and networks ensuring the right architecture and functionality
• Work with clients to scope out projects, identify requirements, and create detailed project plans
• Configure and customize CX / ITSM software to meet the unique needs of each client and generate reports and dashboards to help clients track progress and measure success if required
• Train users on how to use CRM software, and provide ongoing support as needed
• Respond to various functional and technical customers questions and requirements as well as performing complex workflow analysis and in depth examinations of the interaction between Freshworks and the customer’s infrastructure
REQUIREMENTS
• Degree/Diploma in Business, Information Technology or equivalent
• At least 3 years experience in CX / ITSM.
• Experience with Freshworks, ServiceNow, Zendesk, Salesforce or equivalent
• Strong understanding of CX / ITSM best practices and how to apply them
• An analytical mind with problem-solving abilities
• A team player with excellent communication and presentation skills
