Chief of Staff - SMB & Commercial Sales

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).
Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.
Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

As the Director of Strategic Initiatives/Chief of staff for our Global SMB Commercial Sales organization, you will play a pivotal role in shaping the strategic direction and growth of this dynamic and customerfocused division. Reporting directly to the Senior Vice President of SMB Commercial Sales, you will be responsible for driving key initiatives, ensuring organizational alignment, and fostering a highperformance culture. Your role will encompass strategy development, transformation leadership, goal setting, operational excellence, and enhancing the overall employee experience within the organization.

1. Lead Strategic Initiatives and Transformation:
- Collaborate with the SVP and other senior leaders to develop and implement transformative strategies that drive growth and operational excellence.
- Adapt strategies based on feedback, evolving market dynamics, and business needs, maintaining a strong focus on achieving measurable outcomes.
- Oversee and shepherd critical initiatives (both short-term and long-term) from concept to execution, ensuring alignment with organizational goals.

2. Drive Goal Setting, Monitoring, and Organizational Alignment:
- Lead the goal-setting process for the SMB Commercial Sales organization, ensuring alignment with broader company strategies.
- Cascade goals throughout the organization, creating a cohesive, focused, and results-oriented team.
- Establish an effective operating rhythm that balances agility with a steadfast focus on strategic priorities, ensuring timely adjustments when market conditions shift.

3. Enhance Communication and Reporting:
- Develop and deliver clear, concise, and impactful communications on behalf of the SVP.
- Prepare reports, presentations, and updates that communicate key milestones, insights, and progress to internal and external stakeholders.

4. Problem-Solving and Crisis Management:
- Proactively identify potential challenges and obstacles, offering strategic solutions and problemresolution approaches.
- Demonstrate resilience and adaptability in a high-change environment, maintaining composure and clarity under pressure.

5. Deliver Operational Excellence:
- Identify opportunities to streamline processes, drive operational efficiency, and implement industry best practices within the SMB Commercial Sales organization.
- Foster a culture of continuous improvement, ensuring that the organization remains at the forefront of industry standards.

6. Excel in Stakeholder Management:
- Act as a liaison between the SVP and other departments, ensuring alignment with overall business objectives and maintaining strong relationships across the organization.
- Navigate complex organizational dynamics with high emotional intelligence, diplomacy, and integrity.

7. Foster a Thriving Work Environment:
- Promote collaboration, innovation, and a positive work culture within the SMB Commercial Sales organization.
- Implement strategies to enhance employee engagement, satisfaction, and overall well-being.

8. Demonstrate Business Acumen and a Data-Driven Approach:
- Leverage strong business acumen and data-driven decision-making to guide the strategic direction of the organization.
- Utilize financial acumen to manage budgets, forecast accurately, and ensure sound financial planning.

• A minimum of 15+ years of experience in sales-related strategy roles or in Consulting within the technology sector, preferably in the software industry.
• Deep knowledge of the B2B SaaS industry, including market trends, competition, and emerging technologies.
• Proven ability to set and achieve ambitious goals, fostering a culture of results and accountability.
• Strong track record of applying strategic thinking and vision to drive significant impact within an organization.
• Experience in aligning organizational goals and driving successful transformation initiatives.
• Exceptional written and verbal communication skills, with the ability to convey complex ideas clearly and persuasively.
• Strong financial acumen and experience in managing budgets, forecasting, and financial planning.
• Outstanding problem-solving skills, with the ability to analyze situations, identify solutions, and drive effective resolutions.
• High political acumen to navigate complex organizational dynamics and build consensus among diverse teams.
• Ability to thrive in a fast-paced, dynamic environment, adapting to changing circumstances with resilience and composure.
• Leadership qualities that inspire and motivate global and diverse teams to achieve their best performance.
• Experience in crisis management, with the ability to make sound decisions under pressure.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.