Program Excellence Manager

Manager - Process and Program Excellence

About Freshworks
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.

What will you do:
As a program manager, you will be responsible for the following:
● Driving planning, process, tracking, and communication alignment
● Conducting needs analysis to define strategy for sales efficiency, customer engagement
(/campaigns), account book coverage and growth
● Working with the sales leads to assess program needs and develop plans for continuous
improvement
● Analyzing key performance indicators and quantifying program effectiveness
● Working with Sales enablement and other senior sales leaders to coach and provide
follow-through to all Account Managers ensure best practices take hold
● Day-to-day managing and coordinating of sales efficiency and customer engagement
projects - from inception to on-time completion - as well as liaising between various
stakeholders throughout the company
● Evaluating project performance upon project completion to evaluate efficiency and
effectiveness
● Developing a comprehensive customer communication plan covering all regions, and
ensure timely execution by the account managers
● Communicating and notifying teams of updates in the campaign calendar, final asset
deliveries, and launch plans
● Collaborating with Revenue Operations, Data Analysts, and IT teams to streamline data
consolidation into unified dashboards, ensuring their accuracy and relevance for
effective decision-making
● Collaborating with data analysts and revenue operations to obtain relevant data
facilitating the identification of potential customers for expansion and growth opportunities on a monthly basis
● Tracking and monitoring daily sales metrics such as untouched leads, calls, and open
tickets, and ensure hygiene is maintained

● Bachelor's degree in Engineering, Business Administration, Marketing, or a related field; Master's degree preferred.

● Atleast 5 years of experience as Program/Project Manager or similar roles. Experience in Farming is a plus

● Exceptional strategic thinking and analytical skills, with a demonstrated ability to translate data into actionable insights.

● Strong communication and collaboration abilities, with a history of effectively engaging with cross-functional teams.

● Proficiency in using Excel, Power Point, PowerBI and project management tools

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.