Company Description

About Freshworks:- 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. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including American Express, Sony, Vice Media, TaylorMade, Sotheby’s, Stitchfix, OfficeMax, Multichoice, Delivery Hero, ITV, and Klarna.Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

Director - Revenue Operations (Partnerships & Solution Engineering Operations)

As Director - Revenue Operations, you will lead and deliver critical cross-functional initiatives and manage operations & strategic initiatives of our Business teams (in this case, Channel Sales and Solution engineering teams). You’d be working closely with the Senior Leadership team across product, sales, success, support, and marketing functions to drive the desired business results.

Additionally, you will be leading a team of skilled revenue operations analysts. The ideal candidate is highly driven, analytical, organised, and with domain expertise in SaaS operations. 

Key Responsibilities

• Responsible for designing, measuring, and executing sales strategies and steering sales forecasts for the Channel Sales teams.
• Working closely with the Solution Engineering team’s leadership to help manage the Operations for a Global team of Solution Engineers.
• Develop and implement revenue growth strategies, compensation models, forecasts, and processes for the Sellers and Solution Engineers.
• Managing stakeholder communication across multiple lines of business on operational milestones, strategic & process changes, and escalations.
• Oversee short-term and long-term capacity and bookings projections, including weekly, monthly, quarterly, and full-year forecasts.
• Create executive–level presentations for local and global leadership reviews; organise quarterly business reviews.
• Manage churn forecasting, planning, and budgeting processes in collaboration with Finance. Establish high levels of quality, accuracy, and process consistency.
• Develop and implement regular reporting of key performance metrics, including forecasting, churn analysis, and renewal management.
• Participate in creating operational workflow and internal process controls, promote adherence to process, and identify potential risks.
• Proactively define and execute projects spanning systems, data management, process automation, and tooling implementation.
• Act as a key leader of the Operations team by managing a team of analysts and setting goals and objectives for the team, coaching the team to navigate against new variables in the process, and actively managing workload across the team.
• Evaluate the performance of team members and provide feedback to improve their skills and capabilities.

• 12+ years’ experience in revenue operations or a related role in Operations or Strategy
• Strong business & finance acumen, understanding of marketing, sales, and success methodologies, processes & project management in the SaaS industry.
• Proven experience in team collaboration and acting as a liaison between various departments and stakeholders, particularly with Sales and Success teams.
• Experience with a mix of systems and tools in the space of Channel Sales, prospecting, sales productivity, and strategy
• Understand complex product functionality, design, and technical issues, in order to propel the right priorities, trade-offs, and resolutions.
• Ability to deliver clear, concise, and reliable reporting on all activities to key stakeholders.
• Ability to track metrics and key performance indicators (KPIs), analyse them, and turn them into actionable strategies.
• Data-driven decision-maker, deferring to concrete information to make judgments and give business guidance.
• Solutions-oriented and proven ability to multi-task across multiple high-priority and time-sensitive projects and stakeholders
• Bachelor’s degree, MBA/advanced degree, preferred in Business or Finance.
• 5+ years of experience as a people leader and program manager

Additional Information

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.

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.