Senior Manager, GTM Tooling

Senior Manager, GTM Tooling

Freshworks is looking for a highly skilled Senior Manager to join our GTM Tooling team. In this role, you will lead and manage our Salesforce implementation, replacing FreshSales across our organization. This role will be pivotal in driving commercial decision-making and optimizing the sales process across both enterprise and SMB segments. Acting as the bridge between IT and Sales, you will ensure end-to-end accountability, alignment on business goals, and ROI in CRM strategies and integrations. Key Responsibilities: Salesforce Implementation & CRM Strategy​​​​​​​​​​​​​​​​​​​​​Lead the design and implementation of Salesforce, aligning the platform to business needs across enterprise and SMB sales processesOwn the commercial decision-making processes related to CRM to ensure efficiency, effectiveness, and scalability in sales operations Sales Process OptimizationPartner closely with Sales and IT to analyze, recommend, and drive end-to-end sales processes with a focus on best practices and ROIAct as a tie-breaker on commercial decisions to align IT and Sales on CRM priorities and desired outcomesIntegrations & PartnershipsDevelop and implement integration strategies for third-party tools, ensuring they align seamlessly with Salesforce and enhance overall sales productivityCollaborate with partners to manage and evolve the integrations, setting clear timelines and KPIsStakeholder Management & Accountability​​​​​​​Work as the commercial intermediary between IT (PMO responsibility) and the Sales organization, synthesizing decisions and outcomes for mutual accountability Engage stakeholders across departments to align on CRM functionality, timelines, and overall GTM goalsDrive ROI and Strategic DevelopmentContinuously assess and communicate the value and ROI of Salesforce and related tooling investmentsDevelop and refine ongoing strategies for CRM, sales tooling enhancements, and integrations, creating a roadmap for future improvements and scalabilityPlease note this is a hybrid role with onsite expectations of 3x/ week (Tue - Thur) from our San Mateo office.