Lead - Program Management - Process Transformation & Automation

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. There’s another option. Freshworks. With a fresh vision for how the world works. 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. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. Fresh vision. Real impact. Come build it with us.

We are looking for a highly skilled & collaborative individual, who with his / her in-depth understanding of the Deals Desk, Order Management & Billing space in SaaS environment, can contribute to identifying and structurally driving various system enhancement / improvement initiatives on CPQ, CRM etc. while working with both Business and IT team.

Key Responsibilities ● Work closely with Deals Desk and Order Management team to identify potential opportunities to automate the process on CPQ. ● Work with IT teams to drive continuous enhancement on SFDC as per requirements received from pre-sales support teams (Deals Desk & Order Management) ● Collaborate with Sales team to understand possible opportunities to enhance quote creation process. ● Drive regular education sessions for both internal and stakeholder teams to drive adoption of CPQ platform. ● Establish strong working relationship with IT & vendor team to drive and deliver identified projects in defined timelines. ● Drive BRD creation for requirements received from support & sales team. ● Develop test cases, coordinate testing, and maintain the UAT tracker. ● Troubleshoot system errors, address Sales inquiries, and coordinate with IT for issue resolution. ● Implement product pricing updates in collaboration with the Product team. ● Ensure approvers are configured correctly per Sales org changes, working with the RevOps team. ● Work with IT to ensure timely implementation and business alignment. ● Track project timelines, milestones, and provide progress updates to management. ● Utilize Microsoft Excel, Google Suite, SAP, and other tools for reporting, data analysis, and process optimization.

• 8+ years of experience in Deals Desk, Order Management & Transformation (System Enhancement & Automation)
• Great understanding / hands-on experience of working on CPQ (any) and SFDC (CRM)
• enhancements
• Excellent communication & collaboration skills, with the ability to interact across all levels,
• functions, and geographies\
• Extremely strong project management skills
• Certifications around Agile, Scrum, PMP etc. would be a positive
• Proven dexterity in working with IT teams is a must
• MBA Degree would be preferred
• Problem-solving ability with strong attention to detail
• Advanced knowledge of Excel and experience with Google Suite, Microsoft Word, PowerPoint
• etc.
• Strong time management skills, with the ability to handle multiple tasks and meet deadlines
• efficiently. If you are detail-oriented, passionate about process improvement, and thrive in a fast-paced SaaS environment, we encourage you to apply

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming 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. Fresh vision. Real impact. Come build it with us.