Specialist - Marketing Operations

Company Description

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.

Job Description

The Specialist – Marketing Operations will play a crucial role in supporting the Marketing and Sales teams by managing lead operations, routing, and assignment updates. This role will ensure seamless lead flow and operational efficiency through process support, ticket management, and reporting.

The ideal candidate should have experience working with Salesforce and Marketo, strong attention to detail, and the ability to collaborate with cross-functional teams to optimize marketing and sales operations.

Key Responsibilities:
• Manage lead operations, including lead routing, assignment updates, and enrichment processes to ensure timely and accurate lead distribution.
• Handle ticket management by addressing and resolving requests related to lead assignment, campaign execution, and system updates.
• Assist in basic reporting and data analysis, helping teams track lead flow, funnel performance, and SLA adherence.
• Ensure data integrity and hygiene in Salesforce and Marketo by conducting regular audits and updates.
• Work closely with Sales and Marketing stakeholders to refine lead qualification criteria, segmentation, and campaign execution.
• Support the implementation of automation workflows to enhance marketing and sales alignment.
• Troubleshoot lead-related issues in Salesforce and Marketo, coordinating with IT and RevOps teams for resolution.

Qualifications

• 4-6 years of experience in Marketing Operations, Sales Operations, or related roles.
• Basic proficiency in Salesforce and Marketo with experience in lead management, campaign execution, and reporting.
• Strong analytical skills with the ability to interpret data and optimize lead flow processes.
• Experience with ticketing systems and handling operational requests.
• Excellent communication and collaboration skills to work effectively with cross functional teams.
• Ability to troubleshoot issues, suggest process improvements, and support automation initiatives.
• Strong attention to detail and ability to manage multiple tasks efficiently.

Preferred Qualifications:
• Experience with lead routing and enrichment tools like Openprise & Clay or similar.
• Familiarity with marketing analytics tools and reporting dashboards.
• Understanding of lead scoring, lifecycle stages, and attribution models.

Additional Information

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.