Vice President, ICG Sales Strategy Operations

📋 Description

• • Own the end-to-end operating model for Freshworks’ global Support and SMB Commercial GTM organizations, acting as the strategic right-hand to the Chief Customer & Marketing Officer and a core member of the Revenue Strategy & Operations leadership team.
• • Translate company-level OKRs into a 12-18-month strategic roadmap that balances aggressive growth targets with operational excellence across SMB Commercial Sales, Sales Development, Support, Solution Engineering, and Customer Success.
• • Drive annual planning cycles—headcount, budget, territory design, quota setting, and capacity modeling—ensuring every dollar and every hire maps directly to revenue impact and customer experience improvements.
• • Architect and continuously refine a global lead-to-revenue engine that increases pipeline velocity, win rates, and expansion ARR while reducing CAC; this includes funnel analytics, pipeline governance, and partner-sourced revenue programs.
• • Serve as the connective tissue between Finance, HR, Marketing Operations, Commercial Sales Ops, and Product Engineering, designing cross-functional playbooks that eliminate silos and create a single source of truth for GTM data and insights.
• • Evaluate, pilot, and scale technology across the customer lifecycle—CRM, CPQ, support ticketing, customer success platforms, AI/ML tools—working hand-in-hand with Revenue Enablement and IT to deliver a friction-free tech stack that reps and customers love.
• • Establish a rigorous KPI framework (ARR, NRR, logo retention, NPS, time-to-value, support SLA attainment) and build executive-level dashboards that surface actionable insights weekly, not quarterly.
• • Lead quarterly business reviews with the SVP of Revenue Strategy & Ops and the Chief Customer & Marketing Officer, presenting scenario models, risk mitigation plans, and investment recommendations that influence board-level decisions.
• • Build, mentor, and inspire a distributed GTM operations team of analysts, program managers, and systems experts; foster a culture of experimentation, continuous learning, and psychological safety that attracts top-tier talent.
• • Champion diversity, equity, and inclusion in hiring and team development, ensuring equitable growth paths and succession planning for every function under your remit.
• • Oversee budget stewardship exceeding $50M across headcount, technology, and program spend, delivering predictable ROI and clear audit trails for Finance and the Board.
• • Partner with Legal and Deal Desk to streamline contracting, pricing, and discount governance, reducing sales cycle time while protecting margin.
• • Instill a customer-obsessed mindset across operations—translate support ticket themes into product feedback loops and CS health scores into proactive expansion campaigns.
• • Orchestrate global enablement programs that equip SMB reps, SDRs, SEs, and CSMs with just-in-time content, competitive battlecards, and certification paths that accelerate ramp and improve win rates.
• • Act as the executive sponsor for strategic customer escalations, ensuring rapid resolution and turning detractors into promoters through data-driven root-cause fixes.
• • Continuously scan the SaaS ecosystem for best practices, emerging technologies, and competitive intelligence, feeding insights back into Freshworks’ long-range GTM vision.