Jobs, fresher vacancy - Senior Manager - CX Consulting • UK

Company: Freshworks

UK

Job DescriptionThe Freshworks CX Practice head is responsible for architecting the overall Freshworks Customer Support Solution and making complex design decisions to support the business requirements of business partners and product owners.The CX Practice head works directly with both product and business stakeholders, internal and external, to understand requirements, analyze information, and craft comprehensive solutions. They can drive difficult conversations and remove roadblocks to implement their proposed solution.The Freshworks CX Practice head drives the optimization of Freshworks solutions, using Freshworks Customer Support Suite product, Customer support industry experience, knowledge, and good communication and negotiation skills to deliver solutions.As a trusted advisor to internal and external partners serving the Freshworks ecosystem, the Freshworks CX Practice head engages in conversations with executive leaders, technical architects, and business stakeholders that shape the architectural vision, and inform and execute the enterprise Freshworks roadmap.Your Day to Day: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.