Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks Software-as-a-Service (SaaS) products provide a 360-degree view of the customer, are ready to go, easy to use, and offer quick return on investment. Headquartered in San Mateo, CA, Freshworks 3,000+ team members work in offices throughout the world. Freshworks has global offices in India, Singapore, Australia, UK, Netherlands, France and Germany. The company counts over 220,000 businesses in its customer-for-life community around the world including Honda, Bridgestone, Hugo Boss, University of Pennsylvania, Toshiba, Sling TV and Cisco.

Job description:

The Freshworks Customer Advisory and Adoption (CAAS) team is actively seeking a results-oriented, highly collaborative business leader with strong operations experience, and a growth mindset to build Global Resource Management (GRM), Capacity Planning and Services operations team. This lead will report to our Global head of Services and scale our growing global Services business. 

The candidate should have the experience in supporting Professional Services and Sales, a strong desire to execute, a passion for data analytics, Revenue operations and excels at turning insights into actions. This person should be a strong player coach and be excited to coach and grow a team.

As the Global leader, your team is chartered with staffing the right resources at the right time, with the right skills across the globe. To achieve that mission, you will partner closely with regional CAAS Leaders of all segments, and work cross-functionally with Finance, RevenueOperations, regional sales leaders,BizApps, IT,  Global Talent Acquisition teams to ensure a robust engagement plan to deliver successful adoptions on-time and achieve financial and customer satisfaction goals. 

This leader will set the strategic and operational vision and uplevel our service business operations. This leader will build, define, and streamline our end-to-end business operations including forecasting, planning, maintaining backlogs, reporting, resource management, and strategic recommendations to drive bookings, billing, recognized revenue, attach rates, and utilization. This person will scale up processes to drive operational efficiency within the team and the business, and own the roadmap to scale our operational foundation.

This leader must have  excellent decision-making, problem-solving, communication, and stakeholder management skills. This person excels at balancing strategic thinking with pragmatic execution and is very comfortable getting hands-on.

Responsibilities 

• Drive the vision for our global service operations: roles & responsibilities, rules of engagement, business processes, system & tool requirements, reporting and tracking

• Operational Excellence Contribute to and ensure consistent execution of core operations and Global Resource Management (GRM) processes to successfully enable the delivery organization operating effectively.

• Lead and Enable Innovation in Operations and Capacity Management - Lead and drive change in the way we drive operations for Areas including tools, process, reporting, and capacity management to achieve improved business/customer outcomes.

•  Business Partnership - Be an effective business partner to sales leadership

• Leading Insights and Decision-Making Outcomes: Accountability for supporting CAAS leads in driving insights to ensure right decision making related to capacity. This includes outlining capacity risks related to P&L impact and guidance on actions in support of any corrections required.

• People Leadership - Leading a Time Zone aligned teams of Service Operations and CAAS Leads as well as the Time Zone Capacity Resource Managers enabling a culture towards driving customer/business success through achieving great results. This includes the ability to lead and collaborate across virtual teams, within CAAS and wider to land desired outcomes.

• Driving key initiatives and related outcomes - Take responsibility for managing the execution of key strategic initiatives related to operations, planning, capacity management, and resourcing, to ensure the expected outcomes are achieved in collaboration and coordination with the broader CAASteam. 

• Build team roadmap and manage, coach, and mentor team members. Drive operational efficiency and team productivity by continuously improving processes, tools, and reporting suites

• Own and improve forecasting and planning processes for core professional services, training, new PS products and revenue streams (long-range and fiscal year modeling, capacity planning, automation and systems)

• Drive operational efficiency by leveraging industry best practices and designing process, tool, and dashboard launches and enhancements

• Structure and evaluate business problems, design and implement actionable recommendations, and track success metrics

•  Lead executive analyses and deliverables (e.g., cstaff, board, quarterly business review materials, month and Qtr end deliverables)

• Meet with cross-functional leaders regularly to identify gaps and opportunities to evolve and define, codify, and build new processes and programs

Requirements

Location: Bay-area

• 15+ years of experience in management consulting or professional services operations or strategy & operations in high-growth technology businesses strategy consulting, enterprise SaaS, B2B SAAS

• Global experience in leading and/or managing teams and resources both within and outside the US 

• Strong cross-group collaboration skills to access creative solutions in a highly complex, fast-moving business 

•  Experience collaborating with multiple teams in remote locations on a global scale in order to drive initiatives on time, within budget 

• Strong financial acumen as well as a good understanding of the B2B SAAS services business 

• Past experience in professional services, Finance, Operations, would be considered an asset

•  Executive presence and ability to influence strategies 

• MBA or advanced degree with business management experience preferred 

• Knowledge of the B2B/Enterprise SAAS business a plus 

• 5+ years of people management experience

•  Experience supporting global $200M+, 200+ person Professional Services business

• Strategic, structured thinker. Strong analytical skills and business acumen. Aptitude for framing business questions with data, translating business needs into strategies, and executing tactics and process improvements

• Passion to analyze, set priorities, and solve complex problems effectively and consistently

• Data expert. Querying and scoping , analysis and modeling (excel, gsheet), summarizing (pivot tables, charts, slides, written explanation), reporting (dashboards, repositories)

• Exceptional interpersonal and influence skills. Experience driving cross-functional projects end-to-end. Ability to negotiate priorities across organizations at all levels with competing priorities

•  Effective, clear, and concise communication skills, verbal and written. Ability to communicate the right level of information to executives and cross-functional teams at the right cadence

• Results-driven self-starter with the ability to multitask. Strong initiative and ability to work in a self-directed environment with a “can do” attitude and growth mindset

• Comfortable working in a fast-paced environment while dealing with ambiguity

• Resourceful, strong sense of craftsmanship, detail-oriented with a knack for organization

• Proficient in PSA tools, and BI tools