Vice President, ICG Sales Strategy & Operations

Vice President, ICG Sales Strategy & Operations

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. Over 72,000 companies trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency.

The VP of ICG Strategy & Operations will lead and manage 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.

• 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.
• Highly collaborative; adept at building effective relationships across GTM, Finance, HR, Product and IT teams.
• Proven experience building and managing global teams – encouraging teams to break silos and work together across time zones as needed.
• Provide thought leadership on industry best practices to 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.

The annual base salary range for this position is $299,000 – $374,900. This role is also eligible for variable compensation. Compensation is based on a variety of factors including location, experience, job‑related skills, and level. Bonus and equity may be available.

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion. We welcome 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.

Location:

San Mateo, CA.