Vice President, ICG Sales Strategy & Operations

Vice President, ICG Sales 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…