Manager- Inbound Marketing (Chat bots, Agentic AIs)

📌 Core Information

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

🔹 Company: Freshworks

🔹 Location: Chennai, Tamil Nādu, India

🔹 Job Type: Full-time

🔹 Category: Marketing

🔹 Date Posted: May 28, 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
• Leveraging AI-powered automation and Salesforce Chat Agent for chat-based customer engagement
• Collaborating cross-functionally with Product, Sales, Customer Success, and Marketing teams

ASSUMPTION: This role requires a strategic and experienced leader to drive chat-based customer engagement and acquisition, with a strong focus on AI and automation.

📋 Key Responsibilities

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

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

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

✅ 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 cross-functional teams to align messaging and goals, and ensure a consistent and customer-centric chat experience across touchpoints

ASSUMPTION: The role involves a mix of strategic planning, hands-on implementation, and data-driven optimization to maximize chat-based customer engagement and revenue growth.

🎯 Required Qualifications

Education: Bachelor's degree in Marketing, Business, 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 Freshworks products
• Fluency in local languages (Tamil, Hindi, etc.)

ASSUMPTION: Candidates with a strong background in chat-based customer engagement, AI, and automation, along with proven leadership skills, will be most successful in this role.

💰 Compensation & Benefits

Salary Range: INR 25-35 lakhs per annum (AI-estimated based on industry standards for the role, experience level, and location)

Benefits:

• Health, dental, and vision insurance
• Retirement savings plan with company match
• Paid time off and flexible work arrangements
• Employee stock purchase plan
• Professional development opportunities

Working Hours: Full-time (40 hours/week), with flexibility for remote work

ASSUMPTION: The salary range is estimated based on industry standards for a similar role in Chennai, considering the candidate's experience level. Actual compensation may vary based on individual qualifications and company policy.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development, specifically Customer Support Software and CRM

Company Size: 1,001-5,000 employees, which means a mid-sized to large organization with established processes and teams, offering opportunities for growth and collaboration

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

Company Description:

• Freshworks provides people-first AI service software to deliver exceptional customer and employee experiences
• Offers a suite of products, including Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), and Freshchat (AI-powered bots)
• Serves over 72,000 companies worldwide, including 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 customer experience and employee experience software market, with a strong focus on AI and automation to improve customer and employee experiences.

📊 Role Analysis

Career Level: Mid to Senior level, with opportunities for growth and leadership within the Revenue Growth team

Reporting Structure: This role reports directly to the VP of Revenue Growth and may have team members reporting to them

Work Arrangement: On-site, with potential flexibility for remote work

Growth Opportunities:

• Expanding the chat function and team as the company grows
• Potential career progression into leadership roles within the Revenue Growth team or other departments
• Professional development opportunities through training and workshops

ASSUMPTION: This role offers growth opportunities as the company continues to expand its chat-based customer engagement and acquisition strategies.

🌍 Location & Work Environment

Office Type: Corporate office with a collaborative and innovative work environment

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

Geographic Context:

• Chennai is the capital city of Tamil Nādu, located in southern India
• Known for its rich cultural heritage, historical landmarks, and bustling IT industry
• Offers a mix of traditional and modern amenities, with a cost of living that is generally lower than other major Indian cities

Work Schedule: Full-time, with core hours from 9:00 AM to 6:00 PM IST, and flexibility for remote work

ASSUMPTION: The Chennai office provides a dynamic and collaborative work environment, with opportunities for professional growth and development.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screening with the HR team
• Technical interview with the hiring manager or team members
• Final round interview with the VP of Revenue Growth

Key Assessment Areas:

• Chat strategy and implementation
• AI and automation expertise
• Leadership and team management skills
• Data-driven decision-making and analytics
• Cross-functional collaboration and communication

Application Tips:

• Highlight relevant experience in chat-based customer engagement and acquisition strategies
• Demonstrate a strong understanding of AI tools and automation technologies related to chat
• Showcase leadership and project management skills through examples from previous roles
• Tailor your resume and cover letter to emphasize skills and experiences relevant to the role

ATS Keywords: Inbound Marketing, Chat Bots, AI Automation, Salesforce Chat Agent, Customer Acquisition, Lead Nurturing, Project Management, Stakeholder Management, Data Analysis, Performance Tracking, Cross-Selling, Upselling, Team Leadership, Communication, Customer Experience, Digital Marketing

ASSUMPTION: The interview process will focus on assessing the candidate's strategic thinking, technical expertise, leadership skills, and cultural fit within the Freshworks team.

🛠️ Tools & Technologies

• Salesforce Chat Agent
• AI and automation tools (e.g., IBM Watson, Dialogflow, Microsoft Bot Framework)
• Marketing automation platforms (e.g., Marketo, HubSpot)
• Analytics and reporting tools (e.g., Google Analytics, Tableau)

ASSUMPTION: The role requires proficiency in 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
• Inclusive

Work Style:

• Fast-paced and dynamic
• Collaborative and cross-functional
• Data-driven and results-oriented
• Focused on continuous improvement and growth

Self-Assessment Questions:

• How have you successfully led a chat-based customer engagement strategy in a previous role?
• Can you describe a time when you leveraged AI and automation to improve chat performance and customer experience?
• How do you approach cross-functional collaboration and stakeholder management to ensure a consistent and customer-centric chat experience?

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

⚠️ Potential Challenges

• Managing a team remotely or across different time zones
• Balancing multiple priorities and projects simultaneously
• Keeping up with the latest AI and automation technologies in the chat and customer engagement space
• Adapting to a fast-paced and dynamic work environment

ASSUMPTION: This role may present challenges related to team management, prioritization, and staying current with emerging technologies, but offers opportunities for growth and professional development.

📈 Similar Roles Comparison

• Unlike traditional marketing roles, this position focuses heavily on chat-based customer engagement and acquisition strategies
• Requires a strong understanding of AI tools and automation technologies, as well as Salesforce Chat Agent
• Offers opportunities for career growth and leadership within the Revenue Growth team or other departments

ASSUMPTION: This role is unique in its focus on chat-based customer engagement and acquisition strategies, with a strong emphasis on AI and automation, and offers opportunities for career growth and leadership within Freshworks.

📝 Sample Projects

• Developing and implementing a chat strategy for customer acquisition, product support, and revenue expansion
• Leveraging AI and automation to scale chat capabilities and improve chat performance
• Collaborating with cross-functional teams to ensure a consistent and customer-centric chat experience across touchpoints

ASSUMPTION: These sample projects illustrate the strategic, hands-on, and collaborative nature of the role, focusing on chat-based customer engagement and acquisition strategies.

❓ Key Questions to Ask During Interview

• Can you describe the current state of the chat function within the Revenue Growth team, and what are the key priorities for this role in the first 90 days?
• How does Freshworks support the professional development and growth of its employees, particularly in this role?
• Can you provide an example of a successful chat-based customer engagement strategy implemented by Freshworks, and what were the key factors contributing to its success?
• How does Freshworks approach cross-functional collaboration and stakeholder management to ensure a consistent and customer-centric chat experience across touchpoints?
• What are the key performance indicators (KPIs) used to measure the success of the chat function, and how are they tracked and reported?

ASSUMPTION: These interview questions focus on understanding the role's priorities, growth opportunities, and the company's approach to chat-based customer engagement and acquisition strategies.

📌 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 experience in chat-based customer engagement and acquisition strategies, AI and automation tools, and leadership skills
• Prepare examples of successful chat-based customer engagement strategies you've implemented in previous roles
• Follow up with the Freshworks HR team one week after submitting your application to 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.