Jun 2016 – Jul 2018 · 2 yrs 1 mo

• Marketing Lead for the flagship product, Freshdesk, a helpdesk software
• Part of the core team that contributed to the company’s growth from 10,000 customers to 150,000+ customers and $100 million in ARR
• Worked cross-functionally on lead generation, product adoption, sales enablement and field marketing
• Collaborated with various teams to create marketing deliverables including webpages, email newsletters, technical documentation, blog posts and videos
• Point of contact for the Marketing team during the pricing revamp
• Collaborted on revising and redesigning the pricing page, one of the highest converting web pages
• Instrumental in internal onboarding of Sales and Support teams to deal with the change
• Created customer-facing documentation detailing the pricing change and its impact for users
• Key player in the overhaul of UI/UX as well as marketing strategy of the flagship product
• Created a tone/style guide for all content that reflected the company’s new voice
• Lead a squad of 4 members to rewrite content for 25% of the 600-page strong website
• Collaborated on upgrading high-performance pages and improving link distribution
• Conducted an audit of in-product onboarding tours to collaborate with the product team on critical changes
• Worked on standalone email campaigns along with the Marketing Operations team
• Supervised the product newsletter that free and paid customers received, tailoring content based on relevance to each group.
• Conducted extensive A/B testing to improve engagement and reach. Experiments to identify the right time to email customers helped increase open rates by as much as 130%
• Developed and maintained a system to improve workflow and accountability for customer communication initiated by the Marketing team
• Instructor at Freshworks Academy
• Collaborated on top-of-the-funnel videos on customer service skills by presenting them on camera

Jun 2015 – May 2016 · 11 mos

• Participated and contributed to lead generation, public relations and field marketing initiatives
• Managed all aspects of Freshdesk's presence at events across the globe including WebSummit (Dublin), RISE (Hong Kong), the Customer Contact Expo (London)
• Negotiated the terms of Freshdesk's attendance including booth and stage presence
• Created a themed aesthetic in collaboration with the in-house Design team for the booth including banners, marketing collateral and giveaways for visitors
• Remotely negotiated with vendors and coordinated the delivery of multiple event assets including booths, AV equipment etc.
• Responsible for planning and coordinating the entire travel itinerary for company representatives
• Functioned as a key organizer and point of contact for Freshdesk's flagship event, the Customer Happiness Tour, in India
• Worked on event registrations, speaker schedules, and booth marketing prior to the event
• Responsible for live social media engagement during the event
• Worked with the CEO and other executives on the leadership team for their speaking engagements at various events.
• Ghost-wrote scripts/speeches, and coordinated with the event hosts to ensure Freshworks’ successful representation as thought leader at events
• Conducted 10+ interviews with various C-level executives and industry leaders in the customer support space for the Secret Sauce series on the Freshdesk blog
• Identified and engaged with happy customers to create over 10 case studies
• Collaborated with the Design and Marketing operations team to improve visibility and consumability of case studies
• Helped streamline the process by which customers were involved in creating the case studies
• Built a repository of customer references including case studies and video testimonials with inputs from teams across the board, as a reference tool for the Marketing and Sales teams

Dec 2014 – May 2015 · 5 mos