Customer Marketing Specialist - Voice of Customer

Freshworks is seeking a Voice of Customer (VoC) Specialist to support our efforts in capturing, analyzing, and leveraging customer feedback to drive product improvements and enhance customer experience across our suite of products. Reporting to VoC Manager, you will play a pivotal role in defining our overall VoC strategy and how we proactively centralize all customer listening signals to reduce customer friction and drive deeper loyalty.

Responsibilities:

• Customer Feedback Analysis
  • Develop and implement a comprehensive survey strategy for collecting, analyzing and reporting out on NPS, CSAT, CES feedback across our product portfolio
  • Evaluate enterprise software technologies that could help us refine our listening signals and automate our reporting and measurement capabilities.
• Cross-Functional Collaboration:
  • Partner closely with Product Management, Engineering, Marketing, Sales, and Customer Success teams to ensure alignment on VoC strategies.
  • Act as a liaison between customers and internal teams, advocating for customer needs and driving alignment on product priorities.
• Insights Utilization:
  • Utilize insights from customer feedba...