Engagement Manager

Company Description

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks empowers businesses to enhance customer and employee experiences through intuitive, AI-powered solutions. By streamlining customer support and IT service management, we help organizations deliver faster, more efficient, and personalized interactions. Our AI-driven automation reduces manual tasks, improves response times, and enables teams to focus on meaningful work. With a seamless and user-friendly approach, we make it easier for businesses to support employees, engage customers, and drive operational efficiency—all while reducing complexity and increasing productivity.

Freshworks has been featured in the global national press, including CNBC, Forbes, Fortune, and Bloomberg, and has been a BuiltIn Best Place to Work in San Francisco and Denver for the last three years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price, and Best Relationship.

Job Description

Leading the project team in this Individual Contributor role, you will engage daily with a diverse array of external customers and internal teams, bridging the gap between solution development and sales. You will also play a pivotal role in implementing Freshworks products and creating resources and materials to facilitate the expansion of our processes across various industries and regions.

We are seeking a highly skilled and experienced Principal / Enterprise IT Project Manager (Customer Engagement) to join our SaaS Professional Services Team. The ideal candidate will have a proven track record of successfully managing complex enterprise-level projects within the SaaS industry. As an IT Project Manager, you will be responsible for overseeing the end-to-end delivery of our SaaS solutions to enterprise clients, ensuring projects are completed on time, within budget, and to the highest quality standards.

Key Responsibilities:

Project Planning & Execution:

• Create and manage detailed project plans with clear timelines and resource allocation.
• Lead cross-functional teams to keep projects on track.
• Anticipate risks and issues, addressing them proactively to ensure smooth project delivery.

Stakeholder Management:

• Be the primary contact for clients, building strong, lasting relationships.
• Keep all stakeholders informed with clear, timely updates and ensure alignment on project goals.

Quality Assurance:

• Uphold best practices to ensure top-quality implementation of SaaS solutions
• Regularly review deliverables, making sure they meet client standards and seeking ways to improve processes.

Change Management:

• Handle changes in project scope, schedule, or resources with minimal disruption.
• Assess the impact of change requests and communicate effectively to ensure smooth transitions.

Qualifications

• Minimum 8 years of experience in managing SaaS projects in a professional services environment for enterprise clients.

• Bachelor’s degree in Business Administration, Computer Science, Engineering, or a related field. Advanced degree or certifications like PMP/PRINCE2 are preferred.

• Hands-on expertise in project planning, execution, risk management, task prioritization, and quality assurance.

• Excellent verbal and written communication skills with the ability to interact effectively with stakeholders at all levels.

• Proven ability to lead cross-functional teams and drive project success collaboratively.

• Strong understanding of SaaS technologies, deployment methods, and industry best practices.

• Experience with project management tools such as Smartsheets, Jira, Asana, or Microsoft Project.

• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

• Experience in organising workshops for prioritising project goals and managing change is an advantage.

• Fluency in English to a business level; fluency in a secondary language is an added bonus.

Additional Information

These are some benefits you can expect from us in return:

• Company funded Private Medical Insurance (PMI)

• Company-funded Medical Cash Plan

• Company funded Life Assurance, Income Protection & Critical Illness insurances.

• Qualifying workplace pension scheme with company contribution of up to 6%

• Learning & Reading budget of up to £1,000 per year

• Fitness budget of up to £30 per month

• Cycle-to-work scheme

• Enhanced Maternity Leave

• 25 days annual Paid-Time-Off (PTO) 

• Company Funded Employee Assistance Program (EAP) for both you and your family

• Discounted Tax Support Services

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.