Director - IT Business Applications (CRM)

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.

We seek a dynamic and experienced CRM & allied GTM Applications Director to lead our CRM team in optimizing and implementing customer relationship management solutions. The successful candidate will oversee the design, development, implementation, and maintenance of our CRM applications, ensuring alignment with business objectives and customer needs.
Key Responsibilities:

• Lead the CRM & GTM Applications team in the development and execution of CRM strategies, policies, and procedures to enhance customer satisfaction and drive business growth.
• Collaborate with cross-functional teams, including Sales, Marketing, Customer Support, and IT, to understand and translate business requirements into CRM solutions.
• Act as a Solution Architect and understand the impact of any change across all systems panning GTM.
• Oversee CRM applications' design, customization, and implementation, ensuring they meet organizational goals and regulatory requirements.
• Manage vendor relationships, negotiate contracts, and evaluate third-party solutions to support CRM initiatives.
• Develop and maintain CRM governance frameworks, ensuring data integrity, security, and compliance with relevant regulations (e.g., GDPR, CCPA).
• Define KPIs, metrics, and reporting mechanisms to measure CRM performance and track ROI.
• Provide leadership and mentorship to CRM Applications team members, fostering a culture of collaboration, innovation, and continuous improvement.
• Stay informed about emerging CRM technologies, trends, and best practices, and recommend enhancements to existing systems and processes.
• Develop and manage CRM budgets, forecasts, and resource allocation plans.

Qualifications:

• A bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field is required; a master's degree is preferred.
• I have 15+ years of experience in CRM application development, implementation, and management and a proven track record of success in a leadership role.
• Extensive knowledge of CRM platforms such as Salesforce, Microsoft Dynamics, or Oracle CRM, including configuration, customization, and integration capabilities
• Understanding of other allied GTM apps such as Marketing automation tools, CPQ, Support and Service systems
• Strong understanding of CRM principles, methodologies, and best practices, with the ability to align technology solutions with business objectives.
• Experience managing cross-functional teams and collaborating with stakeholders at all levels of the organization.
• Excellent communication, interpersonal, and problem-solving skills, with the ability to articulate complex technical concepts to non-technical audiences.
• Proven leadership skills, including the ability to inspire, motivate, and develop team members.
• Project management experience, with the ability to prioritize tasks, meet deadlines, and deliver results in a fast-paced environment.
• Certification in CRM platforms (e.g., Salesforce Administrator, Microsoft Certified: Dynamics 365) is a plus.

All your information will be kept confidential according to EEO guidelines.

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.

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.