Company Description
Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.
There’s another option. Freshworks. With a fresh vision for how the world works.
At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency.
And, over 4,500 Freshworks employees make this possible, all around the world.
Fresh vision. Real impact. Come build it with us.
Job Description
What will the role entail?
This role is with the Developer Experience Platform team and the ideal candidate will be needed to build platform capabilities into the SDK so that external developers can use the SDK to build apps that can easily extend or customise core Freshworks Products.Be a Customer Champion: Develop a sense of empathy with our customer base to build
an understanding of various problems. The role is also a bridge between the customer
and the engineering teams to ensure focus on solving customer needs & delivering
continuous value.Practice Craftsmanship: Learn and Practice product craft.
Create solutions with
delightful user experiences and find the balance between solving the customer problem
and shipping the right product solution. We take pride in releasing the smallest of
features while iterating and shipping regularly.Play as One Team: The role needs you to communicate clearly to various stakeholders
of Product development, Engineering, Marketing, Sales & Leadership teams and work
together to bring your vision to life.Act with Urgency: Breakdown complex problems to phases to help the team make
incremental progress while still keeping the bigger picture intact. You’d evangelize the
vision and ensure maximum customer value is achieved with the appropriate amount of
work.
Qualifications
- 5+ years of product management experience, with at least 3 years specifically in B2B/enterprise platforms
- Led at least 1 complete product lifecycles (ideation through launch and iteration)
- Experience with SDK development or developer tools, developer-facing documentation and API governance
- Demonstrated track record working with engineering teams to deliver technical products
- Experience with feature flagging, A/B testing frameworks and relevant product management tools (Jira, Aha!, ProductBoard, etc.)
Platform-Specific Skills
- Track record managing multi-tenant platforms with different customer configurations
- Experience with platform extensibility (plugins, extensions, app marketplaces)
- Knowledge of SSO integration and experience with enterprise identity management
- Understanding of rate limiting, throttling, and API performance optimization
- Understanding of monitoring solutions (New Relic, Datadog, etc.) for platform health
Technical Knowledge
- Clear understanding of API design principles and technical integration concepts
- Understanding of OAuth and other authentication/authorization frameworks
- Experience with webhooks and event-driven architecture
- Experience with data modeling and understanding entity relationships within platforms
- Experience with data-driven decision making and key platform metrics
- Basic understanding of cloud infrastructure concepts relevant to platform scalability
B2B Domain Expertise
- Experience with enterprise sales cycles and understanding of B2B buying processes
- Knowledge of SaaS business models and platform monetisation strategies
- Experience with customer discovery in enterprise environments
- Familiarity with compliance and security requirements common in B2B settings
Leadership Capabilities
- Has directly managed at least one product scrum team or served as technical product owner
- Experience presenting to C-level stakeholders or enterprise clients
- Evidence of cross-functional leadership without direct authority
- History of successful stakeholder management across multiple business units
Additional Information
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.
