Sales Operations Manager

About the role

You will serve as the primary architect for our go-to-market operational strategy, focusing on increasing revenue efficiency and sales velocity. This role is pivotal in managing the intersection of sales, finance, and marketing to build scalable processes and deliver clear data-driven insights that guide strategic decisions. You will own the design, execution, and optimization of the end-to-end sales operations lifecycle, ensuring alignment between strategy and execution. The position requires a proactive mindset to identify gaps, implement robust solutions, and drive continuous improvement across the sales organization. You will act as a key partner to sales leadership, providing analytical rigor and operational expertise to support growth initiatives. This role demands a high level of ownership, where your work directly influences the scalability and profitability of the sales engine. You will be responsible for translating complex data into actionable strategies that empower teams to perform at their highest potential.

Key facts

What you'll do

• Design and implement end-to-end sales workflows, covering everything from lead routing to contract finalization, ensuring a seamless buyer journey.
• Manage sales forecasting models and pipeline health while ensuring alignment with the annual operating plan and adjusting for market variables.
• Oversee the administration and optimization of the CRM and related sales technology tools to maximize data integrity and user adoption.
• Create and maintain executive-level dashboards to track key performance metrics like win rates and sales velocity, providing real-time visibility.
• Lead the rollout of new operational processes and provide targeted training to ensure high system adoption and user confidence.
• Identify and resolve bottlenecks within the sales funnel using automated solutions that enhance efficiency and reduce manual overhead.
• Partner with finance to develop and refine compensation plans, ensuring accuracy, transparency, and alignment with sales incentives.
• Coordinate cross-functional initiatives with marketing and product teams to ensure cohesive go-to-market strategies and execution.
• Standardize sales playbooks and documentation to create scalable processes that can be replicated across regions and teams.
• Analyze historical performance data to uncover trends, generate insights, and recommend optimizations for future sales strategies.
• Serve as the central point of contact for sales operations inquiries, providing clear, timely, and accurate responses to internal stakeholders.
• Drive initiatives to improve sales productivity by leveraging technology, data analysis, and process reengineering.
• Ensure compliance with legal, financial, and regulatory requirements across all sales operations and documentation.
• Collaborate with leadership to define and track KPIs, fostering a culture of accountability and data-driven decision-making.

Requirements

• Experience managing operations within a high-growth startup or a mature corporate environment, demonstrating adaptability and resilience.
• Advanced proficiency in configuring and managing enterprise CRM platforms such as Salesforce or HubSpot, with a deep understanding of their architecture.
• Strong understanding of B2B revenue metrics, including ARR, NRR, and sales cycle duration, and how they impact business health.
• Proven ability to manage complex, multi-stakeholder projects or system migrations from initiation to successful delivery.
• Demonstrated skill in translating technical data into clear business strategies for non-technical stakeholders, bridging the gap between teams.
• A meticulous attention to detail and a commitment to accuracy in all aspects of sales operations and data management.
• Excellent analytical and problem-solving skills, with the ability to dissect complex issues and develop practical solutions.
• Strong communication and interpersonal skills, enabling effective collaboration with leaders, managers, and individual contributors.
• The ability to thrive in a fast-paced environment, managing multiple priorities and deadlines with composure and professionalism.
• A bachelor's degree or equivalent practical experience is required, providing a foundational knowledge base for the role.
• Hands-on experience with sales operations or revenue operations in a B2B context is essential for understanding the nuances of the function.
• Familiarity with data modeling and database structures is necessary to optimize CRM configurations and reporting logic.
• An understanding of sales compensation planning and commission structures is critical for ensuring alignment across the organization.
• Willingness to engage in continuous learning to keep pace with evolving sales methodologies and technological advancements.

Nice to have

• Professional certifications in major CRM platforms or revenue analytics methodologies that validate expertise and commitment.
• Background in Sales Ops, RevOps, Marketing Ops, or Corporate Finance, providing a broader perspective on business operations.
• Experience with data science, automation scripting, or modern AI-driven operational tools that can enhance efficiency and insights.
• Prior experience in a SaaS or subscription-based business model, understanding the specific metrics and challenges involved.
• Knowledge of change management principles to guide teams through operational transformations effectively.

Practical notes

Freshworks is an equal opportunity employer committed to a diverse workplace. We provide software solutions to over 72,000 companies globally and employ over 4,500 people.