Staff Program Manager - CRM Transformation

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About the company:

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 a quick return on investment. Headquartered in San Mateo, USA, Freshworks 2,000+ 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.

Freshworks’ suite of products that transform the way world-class organizations collaborate with customers and co-workers include Freshdesk (Omni-channel customer support), Freshservice (IT Service Desk), Freshsales (Intuitive fully-integrated CRM), Freshmarketer (Marketing Automation Suite), Freshteam (HR Management System for growing teams), Freshchat (Modern messaging software) and Freshcaller (Cloud PBX system).

Freshworks has received numerous accolades from analysts and media including making it to Forbes’ Cloud 100 list, Economic Times Startup of the Year, 2019 LinkedIn Top 25 Companies to Work for in India and a listing on the Magic Quadrant for CRM Customer Engagement & IT Service Management. While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation. Freshworks has raised over $400 million in the capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com

Job Description:

Working as part of the Revenue Operations team, the role requires you to primarily work with Senior Leadership and all GTM teams to create, evaluate, and make improvements to business processes and own the firm’s GTM Apps including the CRM

Key Responsibilities:

Functional knowledge of Sales and Marketing and commercial processes

In depth knowledge of leading CRM platforms

Demonstrated experience in successfully leading CRM initiatives

Capability of creating Digital Technology enabled solutions addressing critical business needs and Customer experience / engagement

Capability to lead business process improvement engagements, driving management of change and ensuring realization of benefits

Good understanding of Project management Methodologies (agile, others)

Candidate would be expected to lead independently /minimal supervision: Managing, improving and leveraging the whole stack of CRM and associated analytics, integration requirements

Understand the current business and Technology Best practices to help business improve sales force productivity

Facilitate Ideation, Collaboration and Knowledge Management to enhance business value

Our perfect match:

Overall 7+ years of experience with minimum of 4 years of experience with overall implementation experience in Sales & Marketing and CRM & CLM for technology companies

Knowledge of Sales & Marketing and commercial activities for SAAS or IT services industries

Experience with Business Process Management, Business Process Re-engineering and Improvements, Business Analysis, Project Management, Vendor Management activities

Experience with multiple CRM implementations involving integrations with large internal and external datasets

Exposure to data analytics tools and their interactions with CRM

Strong interpersonal, consultative, influencing and management skills

Proven ability to efficiently operate, meet deadlines, handle and prioritize simultaneous requests with limited direction in a fast-paced, project-driven environment

Ability to work well with various individuals including project stakeholders and project team members

Should possess a drive for continuous improvement and optimization of results

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