Vice President, ICG Strategy & 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.

The VP of ICG Strategy & Operations will be responsible for leading and managing all aspects of operations for our global Support and SMB/Commercial GTM organizations.  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 Revenue Strategy & Operations, that requires a combination of analytical thinking, strategic vision, and excellent managerial skills.

Working in close partnership with our Chief Customer and Marketing 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, Sales Development, Support, Solution Engineering, and Customer Success. As a key member of the Revenue Strategy & Operations leadership team, this role will play a key role in designing and implementing our vision for the future GTM.

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, Marketing Operations, Commercial Sales Operations, 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 GTM operations team. Foster a culture of continuous learning and professional development within the revenue operations function.

• 15+ years of leadership experience; prior experience in SaaS required 
• Ability to manage the full spectrum of GTM 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 in Engineering, Business, or a related field.

We're committed to building a workplace that reflects the diverse world we serve. At Freshworks, you'll find inclusive teams, flexible thinking, and opportunities to grow your career - while making work better for millions. 

If this sounds like a journey you want to be part of, we'd love to meet you. Let's building something refreshing together. 

The annual base salary range for this position is $299,000 - $374,900 Base Salary. This role is also eligible for variable compensation. 

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.

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.