Freshworks - Senior Manager - Revenue Operations - IIM/FMS/MDI/XLRI

Senior Manager - Revenue Operations - IIM/FMS/MDI/XLRI

Job Description

Working as a part of the Revenue Operations team, the role will require you to lead and deliver critical cross-functional initiatives and manage operations & strategy across the entire Customer Experience Group (CXG) by working closely with the Senior Leadership team, product, sales, and marketing functions

Roles & Responsibilities :

- As the head of the Customer Operations team that spans Customer Success, Customer Onboarding, and Customer Support functions, you will bring in much needed order and logic to busy, results-oriented teams. You will enable the CXG teams to get things done faster, better, and more efficiently.

- You will own the development, implementation, change management, and ongoing scaling efforts of the CXG organization, including the alignment of work across the CXG sub-teams

- Key areas of responsibility will include operational ownership of renewals, cross-team alignment of processes, playbook development, measurement and management of churn reduction strategies and customer satisfaction initiatives.

- Independently own and deliver high priority initiatives, including business process architecture, org structure, goal/quota setting, incentive design, market segmentation, and strategic planning

- Develop and implement regular reporting of key performance metrics including forecasting, churn analysis, and renewals management

- Manage churn forecasting, planning, and budgeting processes in collaboration with Finance. Establish high levels of quality, accuracy, and process consistency

- Proactively define and execute projects spanning systems, data management, process automation, and tooling implementation

- Managing stakeholder communication across multiple lines of business on operational milestones, strategic & process changes, and escalations

Requirements :

- 7-10 years of work experience

- MBA from a top-tier college; Or a bachelors degree from a top-tier university with relevant work experience

- Strong analytical, problem solving, and reporting skills

- Ability to break down ambiguous problems into concrete, manageable components, and think through optimal solutions

- Understand complex process and their downstream effects end-to-end and design new processes that scale

- Ability to deep dive into trends and anomalies (have a level of professional skepticism about data and pursue the meaning/causation behind results)

- Strong team management and communication & persuasion skills

- A strong bias toward collaboration and ability to work effectively in a cross-functional & dispersed team

- Work experience in internet, software, and SaaS industries, particularly in operations/strategy role, is a major plus