Vice President, GTM Strategy & Operations

Company Description

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies, from startups to public companies, that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

Job Description

The VP of Strategy & Operations will be responsible for leading and managing global marketing, sales and support operations for our Integrated Customer Group. This role requires a seasoned leader capable of delivering on strategic initiatives, annual planning, running the day to day ops function, budget management, business insights, technology optimization, and team leadership. This is a key position reporting to the SVP of Strategy & Operations, that requires a combination of analytical thinking, strategic vision, and excellent managerial skills.

Working in close partnership with our Chief Marketing & Customer Officer, this role will operate as the right hand partner to that leader. This role is responsible for managing operations for several key functions including SMB & Commercial Sales, Marketing, Customer Support, Solution Engineering, and Customer Success. As a key member of the Strategy & Operations leadership team, this role will be critical in designing and implementing our vision for the future GTM.

Key Responsibilities

This role will work closely with stakeholders from across the organization, including GTM teams, Finance teams, IT teams, HR teams and our Product engineering teams. Key responsibilities include:

• Strategic Leadership: Develop and execute a comprehensive enterprise sales operations strategy aligned with the overall business objectives. Collaborate with executive leadership to ensure our strategy and annual plan are integrated and contribute to the overall success of the organization.
• Cross-Functional Alignment: Work closely with Finance, HR, IT and other GTM Operations teams to ensure seamless collaboration and alignment of goals. Implement processes to improve communication and coordination between departments, fostering a culture of collaboration and efficiency.
• Revenue Optimization: Implement best practices for lead and sales pipeline management, Sales execution and Partner sales contribution. Continuously analyze data and metrics to identify opportunities for revenue growth and operational efficiency.
• Technology Integration: Evaluate technology solutions that enhance operational effectiveness for your teams and the teams they support. Partner with Revenue Enablement and IT to identify, pilot, and implement tools and systems to create a unified tech stack that supports the end-to-end customer journey.
• Performance Metrics: Establish key performance indicators (KPIs) and metrics to measure the effectiveness of revenue operations. Regularly report on performance and provide insights to the executive team for informed decision-making.
• Talent Development: Build and lead a high-performing revenue operations team. Foster a culture of continuous learning and professional development within the revenue operations function.

Qualifications

• Looking for a seasoned professional with a proven track record of driving business results.
• 15+ years of leadership experience; prior experience in SaaS required
• Ability to manage the full spectrum of Sales, Marketing & Support Operations in an organization -- including setting the vision, strategy and roadmap
• This is a highly collaborative role -- hence looking for someone with the ability to build effective relationships across GTM, Finance, HR, Product and IT teams
• Proven experience building and managing global teams -- encourage teams to break silos and work together to deliver (work across time zones as needed)
• Provide thought leadership on the industry best practices to the broader stakeholders and enhance Freshworks’ brand value
• Strong executive presence - experience and comfort level working with C-level executives
• Bachelor's degree

Additional Information

The annual base salary range for this position is $262,650 — $355,350 USD + Variable Compensation (where applicable)

Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.

Please note this is a hybrid role that requires an in-office presence 3 days/week (Tuesday-Thursday).

Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.