Senior Director - Sales 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 Americas Senior Director of Sales Operations is responsible for driving the strategy, execution, and continuous improvement of sales operations across the region. This role oversees sales forecasting, pipeline management, territory planning, and performance analytics to ensure alignment with business objectives. Partnering closely with sales leadership, finance and other cross functional teams, this role optimizes sales processes and implements best practices to maximize efficiency and revenue growth. The role leads a high-performing team, fostering professional development and operational excellence. They are also responsible for managing sales tools, systems, and data governance to enhance visibility and decision-making. Additionally, the role involves identifying and implementing scalable solutions to support business expansion and improve sales productivity. Success in this position requires strong leadership, analytical expertise, and a deep understanding of sales operations in a dynamic, fast-paced environment.

Key Responsibilities: 

• Partner with the SVP & GM of Americas Sales to develop, implement and monitor strategy.
• Provide thought leadership and catalyze action around sales process, methodology, vertical market integration, competitive analysis and positioning.
• Influence sales executives and lead change management.
• Drive efficiencies and Americas focus across a complex and matrixed enterprise sales team across the organization.
• Orchestrate the annual operating rhythm for the Americas sales leadership team.
• Lead the Americas annual planning process, driving cross-functional collaboration and interlock.
• Drive data hygiene and increase data integrity (Pipeline, Forecast, OKRs, Metrics, etc.) across functions in the Americas geography.
• Work hand-in-hand with sales, revenue operations and marketing leaders to ensure effective processes are in place to actively monitor, analyze, measure and report the health of the sales organization.
• Lead and execute the vision for sales analytics, defining the measurement framework, including key KPIs and leading indicator metrics across pipeline and forecasts that provide actionable insights to the management team.
• Develop, implement, and disseminate performance metrics and project outcomes through dashboards and reporting that monitor business health, capture insights and develop recommendations.
• Develop and implement revenue growth strategies, productivity and scale models, forecasts, and efficient processes for the sales teams.
• Establish ever increasing levels of quality, accuracy, process consistency and elimination of defects.
• Manage, foster and develop the Americas sales operations team including capability and skills development and career planning.

Qualifications

• 15+ years experience in revenue operations or a related role in Sales Operations or Strategy at high-growth SaaS software companies.
• Is a self-starter who can operate independently.
• Ability to lead teams across a broad set of functions to develop new ideas and creative solutions for difficult, ambiguous and complex issues..
• Strong business & finance acumen, understanding of marketing, sales, and success methodologies, processes & project management in the SaaS industry.
• Ability to operate in a global, matrixed organization and work cross-functionally across sales, marketing, product and finance to drive and influence business growth.
• Ability to deliver clear, concise, and reliable analysis on all activities to key stakeholders.
• Develop and track metrics and measure key performance indicators (KPIs), analyze them, and turn them into actionable strategies.
• Data-driven decision-maker, leveraging concrete analytics and information to make judgments and give business guidance.
• Demonstrated ability to manage multiple competing priorities simultaneously and drive projects to completion.
• Bachelor’s degree, MBA/advanced degree, preferred in Business or Finance

The successful candidate:

• Exhibits sound business judgment, a proven ability to influence others, strong analytical skills, and a proven track record of taking ownership, leading data-driven analyses and influencing results.
• Will be a creative,hands-on problem solver with the ability to make smart decisions. 
• Has the ability to operate within a dynamic and sometimes ambiguous environment.
• Can balance bias for action with strong attention to detail.
• Has the ability to iterate quickly as the business needs dictate.
• Strong written and verbal communication skills, with a track record of presenting to senior management.

Additional Information

This role is based in the greater Boston area, and the expected base salary range for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. This role is also eligible for a target bonus.

Compensation Package

$269,365 - $364,435 USD Base Salary + Bonus Compensation 

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.

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.