Manager -Inbound Conversion (Chat bots, Agentic AIs)

📌 Core Information

🔹 Job Title: Manager - Inbound Conversion (Chat bots, Agentic AIs)

🔹 Company: Freshworks

🔹 Location: Chennai, Tamil Nādu, India

🔹 Job Type: Full-time

🔹 Category: Software Development

🔹 Date Posted: May 29, 2025

🔹 Experience Level: 10+ years

🔹 Remote Status: On-site

🚀 Job Overview

Key aspects of this role include:

• Building and leading the Chat function within the Revenue Growth team
• Designing and implementing a high-impact chat strategy focused on customer acquisition, product support, and revenue expansion
• Driving AI-powered automation and leading the implementation of Salesforce Chat Agent
• Creating a scalable acquisition playbook to convert conversations into customers

ASSUMPTION: This role requires a strategic leader with a proven track record in chat-based customer engagement and acquisition strategies in a SaaS environment.

📋 Key Responsibilities

✅ Build and lead the Chat function, including designing the organizational structure, defining KPIs, and recruiting a high-performing team to own the end-to-end chat experience

✅ Develop and manage chat flows tailored to different stages of the buyer journey and customer segments to drive customer acquisition

✅ Create workflows to handle product usage queries and support through chat, and partner with Sales and Customer Success teams to identify opportunities for cross-sell and upsell

✅ Lead the integration and configuration of Salesforce Chat Agent across key digital properties and ensure seamless integration with CRM and other marketing automation platforms

✅ Leverage AI and automation to scale chat capabilities, including bot development, chat routing, and personalization, and continuously improve chat performance through AI-powered insights, testing, and iteration

✅ Monitor and analyze chat engagement, conversion, and resolution metrics, and provide insights and recommendations for continuous improvement in chat performance

✅ Work closely with Product, Sales, Customer Success, and Marketing teams to align messaging and goals, and ensure a consistent and customer-centric chat experience across touchpoints

ASSUMPTION: The ideal candidate will have experience in leading chat-based customer engagement and acquisition strategies, familiarity with Salesforce Chat Agent and other conversational platforms, and a data-driven mindset with expertise in performance tracking and analytics.

🎯 Required Qualifications

Education: Bachelor's degree in Business, Marketing, or a related field (or equivalent experience)

Experience: 8+ years of experience in growth, digital marketing, customer experience, or sales operations in a SaaS or tech-driven environment

Required Skills:

• Proven experience in leading chat-based customer engagement and acquisition strategies
• Strong understanding of Salesforce Chat Agent and other conversational platforms
• Familiarity with AI tools and automation technologies related to chat and customer engagement
• Excellent leadership, project management, and stakeholder management skills
• Data-driven mindset with expertise in performance tracking and analytics
• Strong written and verbal communication skills

Preferred Skills:

• Experience with CRM and marketing automation platforms
• Fluency in multiple languages

ASSUMPTION: Candidates with experience in leading chat-based customer engagement strategies and familiarity with AI tools will be highly competitive for this role.

💰 Compensation & Benefits

Salary Range: INR 25,00,000 - 35,00,000 per annum (Estimated based on industry standards for a senior management role in Chennai)

Benefits:

• Health, dental, and vision insurance
• 401(k) matching
• Flexible time off
• Employee stock options

Working Hours: Full-time (40 hours/week), with flexible work arrangements available

ASSUMPTION: The salary range is estimated based on industry standards for a senior management role in Chennai, with consideration for the candidate's experience and qualifications.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development, specifically focused on providing people-first AI service software to deliver exceptional customer and employee experiences

Company Size: 1,001-5,000 employees, providing a large and diverse work environment with ample opportunities for growth and collaboration

Founded: 2010, with a history of consistent growth and innovation in the customer experience and employee experience software market

Company Description:

• Freshworks offers a suite of products that includes customer support software, helpdesk, web 2.0, SaaS, support ticket system, web-based support ticket system, CRM, ITSM, applicant tracking system, and a conversion optimization suite
• The company aims to provide uncomplicated service software that delivers exceptional customer and employee experiences, with a focus on AI-powered automation and personalization
• Freshworks serves over 72,000 companies worldwide, including prominent brands such as Bridgestone, New Balance, Nucor, S&P Global, and Sony Music

Company Specialties:

• Customer Support Software
• Helpdesk
• Web 2.0
• SaaS
• Support Ticket System
• Web-Based Support Ticket System
• CRM
• ITSM
• Applicant Tracking System
• Conversion Optimization Suite

Company Website: Freshworks

ASSUMPTION: Freshworks is a well-established company in the software development industry, with a strong focus on customer and employee experience, making it an attractive employer for professionals seeking growth and innovation.

📊 Role Analysis

Career Level: Senior Management, with the opportunity to lead and shape the chat function within the Revenue Growth team

Reporting Structure: This role reports directly to the Vice President of Revenue Growth and will have team members reporting to them, making it a critical leadership position within the organization

Work Arrangement: On-site, with the opportunity for flexible work arrangements, such as remote work or hybrid models, depending on the company's policies and the candidate's needs

Growth Opportunities:

• Leading a high-performing team and driving the chat function's success, with the potential for career advancement within the organization
• Gaining experience in AI-powered automation and conversational platforms, which are in high demand across various industries
• Working with a diverse range of teams, including Product, Sales, Customer Success, and Marketing, to drive cross-functional collaboration and growth

ASSUMPTION: This role offers significant growth opportunities for the right candidate, with the potential to make a substantial impact on the company's revenue growth and customer experience initiatives.

🌍 Location & Work Environment

Office Type: On-site, with the opportunity for flexible work arrangements, such as remote work or hybrid models, depending on the company's policies and the candidate's needs

Office Location(s): Chennai, Tamil Nādu, India

Geographic Context:

• Chennai is the capital city of Tamil Nādu, located on the southeastern coast of India
• The city is known for its rich cultural heritage, historical landmarks, and vibrant food scene
• Chennai offers a mix of urban and suburban living, with numerous residential areas, shopping centers, and entertainment options

Work Schedule: Full-time (40 hours/week), with flexible work arrangements available

ASSUMPTION: Chennai offers a diverse and vibrant work environment, with a mix of urban and suburban living options, making it an attractive location for professionals seeking a balance between work and personal life.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screen with the hiring manager
• Technical assessment or case study presentation
• Final round interview with the Vice President of Revenue Growth

Key Assessment Areas:

• Chat strategy development and implementation
• AI-powered automation and chat routing
• Cross-functional collaboration and stakeholder management
• Data-driven decision-making and performance tracking

Application Tips:

• Highlight your experience in leading chat-based customer engagement strategies and familiarity with AI tools
• Tailor your resume and cover letter to emphasize your relevant skills and experiences for this role
• Prepare for behavioral and situational interview questions that focus on your leadership, project management, and problem-solving skills

ATS Keywords: Chat strategy, customer acquisition, Salesforce Chat Agent, AI automation, project management, stakeholder management, data analysis, performance tracking, communication, lead nurturing, cross-sell, upsell, customer experience, digital marketing, team leadership, workflow development

ASSUMPTION: The interview process for this role will focus on assessing the candidate's strategic thinking, leadership, and technical skills related to chat-based customer engagement and acquisition strategies.

🛠️ Tools & Technologies

• Salesforce Chat Agent
• AI and automation tools (e.g., IBM Watson, Dialogflow, Microsoft Bot Framework)
• CRM and marketing automation platforms (e.g., Salesforce, HubSpot, Marketo)
• Project management and collaboration tools (e.g., Asana, Trello, Slack)

ASSUMPTION: The ideal candidate will have experience with Salesforce Chat Agent and other conversational platforms, as well as familiarity with AI tools and automation technologies related to chat and customer engagement.

👔 Cultural Fit Considerations

Company Values:

• Customer-centric
• Innovative
• Collaborative
• Data-driven
• Accountable

Work Style:

• Fast-paced and dynamic
• Data-driven and analytical
• Collaborative and cross-functional
• Results-oriented and focused on continuous improvement

Self-Assessment Questions:

• Do you thrive in a fast-paced, dynamic work environment?
• Are you comfortable working with data and using it to drive decision-making?
• Do you enjoy collaborating with cross-functional teams to achieve common goals?
• Are you results-oriented and focused on continuous improvement?

ASSUMPTION: Freshworks values a customer-centric, innovative, and collaborative work environment, with a focus on data-driven decision-making and continuous improvement.

⚠️ Potential Challenges

• Managing a high-performing team and driving results in a fast-paced, dynamic work environment
• Balancing the need for innovation and continuous improvement with the requirement to maintain consistent and high-quality customer experiences
• Working with multiple teams and stakeholders to align messaging and goals, and ensure a consistent chat experience across touchpoints
• Keeping up with the latest trends and best practices in AI-powered automation and conversational platforms

ASSUMPTION: This role presents several challenges, including managing a high-performing team, balancing innovation with consistent customer experiences, and working with multiple teams and stakeholders to ensure a consistent chat experience across touchpoints.

📈 Similar Roles Comparison

• This role is unique in its focus on building and leading the Chat function within the Revenue Growth team, with a specific emphasis on customer acquisition and revenue expansion through AI-powered automation and chat-based customer engagement strategies
• While similar roles may exist in other organizations, the specific focus on chat-based customer acquisition and the use of AI-powered automation to drive results sets this role apart
• Career progression in this role may lead to senior leadership positions within the Revenue Growth team or other departments, depending on the candidate's skills, experiences, and the organization's needs

ASSUMPTION: This role is unique in its focus on chat-based customer acquisition and the use of AI-powered automation to drive results, setting it apart from similar roles in other organizations.

📝 Sample Projects

• Developing and implementing a chat strategy that drives customer acquisition and revenue expansion for a new product launch
• Leveraging AI-powered automation to improve chat performance and reduce response times for customer support queries
• Creating and managing chat flows tailored to different customer segments and stages of the buyer journey to optimize conversion rates

ASSUMPTION: Sample projects for this role may include developing and implementing chat strategies for new product launches, leveraging AI-powered automation to improve chat performance, and creating and managing chat flows tailored to different customer segments and stages of the buyer journey.

❓ Key Questions to Ask During Interview

• Can you describe the current state of the chat function within the Revenue Growth team, and what specific challenges the team is facing?
• How does the company plan to support the growth and success of the Chat function, and what resources will be available to the team?
• Can you provide examples of how the company has successfully implemented AI-powered automation and chat-based customer engagement strategies in the past?
• How does the company approach cross-functional collaboration and stakeholder management, and what specific examples can you provide of successful cross-functional initiatives?
• What opportunities exist for career growth and development within the Revenue Growth team and the broader organization?

ASSUMPTION: Key questions to ask during the interview should focus on understanding the current state of the chat function, the company's plans for supporting its growth, and the opportunities for career growth and development within the team and the broader organization.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to highlight your relevant skills and experiences for this role, with a focus on your experience in leading chat-based customer engagement strategies and familiarity with AI tools
• Prepare for behavioral and situational interview questions that focus on your leadership, project management, and problem-solving skills
• If selected for the final round, be prepared to present a case study or project demonstrating your ability to develop and implement a chat strategy that drives customer acquisition and revenue expansion
• Follow up with the hiring manager one week after submitting your application to express your interest in the role and inquire about the status of your application

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.