Senior Manager - Sales Operations

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. 

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. 

Fresh vision. Real impact. Come build it with us.

As the Sr. Manager of Sales Strategy & Operations, you will lead and empower a team focused on optimizing our global Commercial Sales organization. You will partner with senior leadership, product, sales, marketing, and customer success functions, delivering data driven analytics that inform strategic business decisions. You and the team will design the processes and systems focused on high priority sales initiatives, including business process architecture, org structure, goal/quota setting, sales incentive design, market segmentation, and strategic planning. You will deliver solutions across the organization collaborating with the Operations, Tools, Insights, and Enablement teams to optimize the company’s ability to generate more revenue and improve customer retention.
 

How you will have an impact:
 

• Lead a team of Business Analysts, providing mentorship, coaching, direction and performance management.
   

• Develop and implement regular reporting of key performance metrics including forecasting, funnel analysis, and pipeline management. Integrate data from multiple sources systems to form coherent views that would enable complex analysis.
   

• Working closely with stakeholders to help identify business issues & enable them with
   

• insights from data through the application of analytical techniques and recommended solutions.
   

• Design, implement and manage sales forecasting, planning, and budgeting processes in collaboration with Finance. Establish high levels of quality, accuracy, and process consistency.
   

• Proactively define and execute projects spanning systems, data management, process automation, data validation, lead generation, and process and tooling implementation.

• Managing stakeholder communication across multiple lines of business on operational milestones, process changes, and escalations.
   

• Continue to push stakeholders to think big in developing or re-design current BI applications that can create transformational business impact.
   

• Create executive–level presentations for both local and global leadership reviews; organize quarterly business reviews.

   

• 8+ years of work experience at a fast-growing tech startup / B2B SaaS / eCommerce.
   

• MBA from a top-tier college with Analytics experience; Or a bachelor’s degree from a top-tier university with highly relevant work experience.
   

• Track record of complex projects with multiple stakeholders completed successfully.
   

• Ability to work on data and make the key choice based on the business context.
   

• Detail-oriented with strong project management and organizational skills, but comfortable with ambiguity and adept at solving problems creatively.
   

• Passion for technology and for pushing new concepts, products, and services.
   

• A strong bias toward collaboration and ability to work effectively with globally distributed teams.
   

• Excellent interpersonal skills and ability to drive consensus with internal and external stakeholders.

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.