Account Manager - Mid-Market

As an Account Manager - Mid-Market at Freshworks, your primary responsibilities include building relationships with key customers, driving revenue growth through upselling and cross-selling ITSM and EX solutions, and developing strategic account plans aligned with customer goals. You will lead consultative conversations, manage complex deals, and collaborate with cross-functional teams to ensure successful delivery of tailored solutions.

The Account Manager - Mid-Market position at Freshworks requires at least 6 years of overall sales experience, with a minimum of 4 years in SaaS or solution-based selling, specifically focusing on ITSM and EX solutions. Candidates should have a proven track record of selling to VP or C-level executives and managing complex sales cycles using consultative techniques. Familiarity with ITSM frameworks and strong account planning skills are also essential.

Success in the Account Manager - Mid-Market role at Freshworks can be measured by the ability to meet or exceed revenue targets, the level of customer satisfaction, and the strength of relationships cultivated with key stakeholders. Driving expansion within existing accounts and effectively managing complex deals are crucial metrics for evaluating performance in this role.

Crucial skills for an Account Manager - Mid-Market at Freshworks include strong consultative sales skills, compelling business case construction, and the ability to nurture customer relationships. Additionally, being data-driven, having experience in ITSM and EX solutions, and possessing the ability to lead cross-functional teams will greatly benefit your effectiveness in this role.

The work culture for the Account Manager - Mid-Market at Freshworks is vibrant and inclusive, aimed at fostering diversity and personal growth. The company is committed to equal opportunity, ensuring that all employees can find their true potential and passion in a dynamic, customer-focused environment. Collaborative efforts with cross-functional teams also enhance a supportive workplace culture.

When discussing your experience with ITSM and EX solutions, be specific about the types of products you've managed and the customer needs you've addressed. Highlight any significant projects or successes, and illustrate how you identified customer pain points and implemented effective solutions that resulted in measurable improvements.

In your answer, explain your method for relationship-building, such as understanding stakeholder goals, consistent communication, and regular follow-ups. Provide examples of how you have successfully fostered connections with C-level executives while maintaining long-term partnerships for business growth.

Discuss specific strategies you employ for upselling and cross-selling products, such as leveraging customer insights, showcasing value through solution-driven conversations, and identifying areas for expansion based on existing solutions. Use examples from past experiences to illustrate the effectiveness of these strategies.

Talk about your methods for managing complex sales cycles, such as employing a structured approach to each stage, effective stakeholder engagement, and using data-driven insights to guide decisions. Emphasize your patience and adaptability in navigating through challenges and negotiations.

Share a detailed account of a successful account plan you've crafted, including your objectives, strategies, and outcomes. Highlight how you aligned the customer's goals with the product capabilities and the impact this had on customer satisfaction and revenue.

Explain your consultative selling approach, focusing on how you listen to customer needs, ask insightful questions, and tailor your solutions accordingly. Provide examples of successful consultative sales interactions you’ve had that resulted in significant business wins.

Describe the tools and methods you use to analyze customer metrics, as well as how you interpret this data to inform your account management strategies. Offer an example of adjustments you made based on metrics that led to improved outcomes.

Discuss the importance of teamwork within your sales process, including collaboration with other departments such as Customer Success and Implementation teams. Provide examples of how you’ve successfully partnered with others to enhance client outcomes and streamline operations.

Share your strategies for keeping up with industry trends, such as attending webinars, participating in industry forums, or subscribing to relevant publications. Mention any key trends you’ve identified recently and how they've influenced your approach to account management.

Articulate your perspective on customer satisfaction, emphasizing the importance of understanding customer needs, delivering consistent value, and maintaining open communication. Provide a relevant example of how this approach has led to a happy customer or a successful project.