9 Freshworks Jobs

15+ Yrs of total experience with minimum 5 Yrs of dedicated experience in presales & Solutioning. 10 Yrs of Hands-on experience in ITSM, Monitoring/AIOps, Should have handled stand alone RFPs for each of the tower line and should have strong collaborative experience to work on large managed services proposals. Should be fast & proactive to quickly understand the RFP scope, objectives, influencing factors in order to get started ASAP. Should be multi tasking and work on multiple proposals at the same time with ownership. Should be innovative and futuristic to bring the levers, ideas which can help to win the business. Should have good interpersonal skills and connects with OEM to get the best possible discounts and timely quotes for product procurement. Should have good experience with pricing and commercial engineering to make the proposal customer favourable. Must have a good skills in Power Point, Word and Excel. Should have good understanding on licensing models for the major OEMs Should have strong understanding of IT Infrastructure domain towers with vertical applications understanding. Should be well aware of SLAs KPIs, MSA Terms, Penalty clauses, legal terms and compliance used globally. Should be travel ready for requirement gathering, defence presentations and kick-off calls. Should have Sales, Presales and Solutioning accreditations, certifications from leading OEMs like ServiceNow, BMC, Manage Engine. At least one implementation certification for each of the tower from any top 3 Tier OEMs. : ITSM, Observability / AIOps./ Automation / ITIL Processes (ITIL / CFS / SIAM) Should be capable to construct innovative solutions for Green Field, Brown Field Implementations, Upgrade & migration opportunities and Development, Integrations work. Should have built futuristic Target Operating Models, cost effective and transformative multi year solutions and should posses well-articulated defence presentation capabilities Should have experience of handling RFPs which includes Product + Services with OEMs like : ServiceNow, BMC, HPE, Manage Engine, Ivanti, SNOW Software, Flexera, Ansible, Resolve, FreshWorks, Summit AI, etc. Should have experience of working on multi-million standalone ESM tools RFPs as well as 50+ Mn of Managed Services RFPs. Stand alone ESM Tools RFP to business conversion ration should be at least 30% and should be able to handle 5 + RFPs in a month. Should be well versed with partner portals of all the OEMs, their relevant documentations and should have good connect with regional sales teams of those OEMs. Should remain updated with new functionalities, market trends, customer demands and should provide required inputs suggestions to build team for PoC work. Should be able to effectively utilize his time with multi-tasking and should keep track of WIP, submitted proposals. Should be flexible to work with extended business hours, and over weekends if required basis the urgency of proposal submission, All of the above + 1. Experience of building and running portfolio of 50+ Mn size 2. Strong experience of capacity & Capability Building 3. Good connect within industry to attract best talent 4. Good track record of team retention 5. Experience with building stand alone as well as collaborative, bundled Service offerings 6. Good connect with OEMs to bring investments for enablement (Training, Certifications, Demo Instances) 7. Should work collaboratively with other practices, business lines within organization. 8. Should be travel ready and flexible. All of the above + Should be responsible for Portfolio Management, Governance and Escalation Management Should be good with aggressive strategies for land and expand, new territories, new logos Should be the leader to set examples for next in line with appropriate actions for account mining, customer experience and consistent revenue generation Should be able to represent CIS and ServiceNow in large forums, customer meets and visits. Should be responsible for SGA, GM and 30% YnY growth targets. Should review all proposals, pricing and solutions for final approval Should give timely updates to leadership team wrt business strategies, performance and possible escalations Should be bold enough to accept aggressive targets, growth plans and drive towards excellence.

As a Senior Manager / Head of Customer Support in Enterprise SaaS, you will play a crucial role in building and scaling a high-performing support team for our fast-growing SaaS company. Your primary responsibilities will include driving strategy, leading global L1/L2 teams, and ensuring a world-class customer experience through technical depth, data-driven decisions, and operational excellence. To excel in this role, we are looking for someone with 10-15 years of experience in technical support/customer success, with at least 2 years of experience in leading managers. You should possess a strong understanding of SaaS and enterprise technologies such as APIs, SSO, and integrations. Proven leadership skills, a customer-first mindset, and familiarity with support tools like Salesforce, Freshworks, etc., are also essential for success in this position. This position is based in Pune, and the role typically follows a 2:00 PM to 10:00 PM IST schedule to align with global customer needs. However, some flexibility is expected based on business requirements and team priorities. If you are ready to lead with purpose and elevate support to a strategic advantage, we are excited to hear from you. Join us in creating exceptional customer experiences and driving the success of our SaaS company.,

As a Senior Auditor, Technology at LegalZoom, you will be an impactful member of the internal audit team, assisting in achieving the department's mission and objectives. Your role will involve evaluating technology risks in a dynamic environment, assessing the design and effectiveness of internal controls over financial reporting, and ensuring compliance with operational and regulatory requirements. You will document audit procedures and results following departmental standards and execute within agreed timelines. Additionally, you will provide advisory support to stakeholders on internal control considerations, collaborate with external auditors when necessary, and focus on continuous improvement of the audit department. Your commitment to integrity and ethics, coupled with a passion for the internal audit profession and LegalZoom's mission, are essential. Ideally, you hold a Bachelor's degree in computer science, information systems, or accounting, along with 3+ years of experience in IT internal audit and Sarbanes-Oxley compliance, particularly in the technology sector. Previous experience in a Big 4 accounting firm and internal audit at a public company would be advantageous. A professional certification such as CISA, CIA, CRISC, or CISSP is preferred. Strong communication skills, self-management abilities, and the capacity to work on multiple projects across different locations are crucial for this role. Familiarity with technologies like Oracle Cloud, AWS, Salesforce, Azure, and others is beneficial, along with reliable internet service for remote work. Join LegalZoom in making a difference and contributing to the future of accessible legal advice for all. LegalZoom is committed to diversity, equality, and inclusion, offering equal employment opportunities to all employees and applicants without discrimination based on any protected characteristic.,

You are seeking an experienced Finance SME with proficiency in billing, invoicing processes, and multi-country taxation. The ideal candidate will have a solid background in invoicing and billing processes, with expertise in tax compliance for countries like the US, UK, Australia (AU), and New Zealand (NZ). As a functional consultant, you will work closely with cross-functional teams to align testing objectives with business goals, enhance the overall testing framework, and ensure compliance with international taxation standards for a SaaS-based financial product. Qualifications: - MBA (Finance) or Chartered Accountant (CA) with 5+ years of experience. - Deep understanding of financial workflows, including invoicing, billing, and international taxation. Job Responsibilities: - **Proficiency in Invoicing/Billing Processes:** Manage and optimize billing workflows within a SaaS environment, ensuring they are efficient, scalable, and compliant. - **Tax Compliance:** - Deep understanding of tax regulations, including VAT, GST, and withholding taxes, for countries such as the US, UK, AU, and NZ. - Review and ensure the correct application of tax rules in billing systems for global customers. - Collaborate with tax teams to update systems with new tax rules and rates. - **Financial Services Software Expertise:** - Proficient in tools like Oracle NetSuite, Zoho, Freshworks, or similar SaaS platforms. - Working experience in setting up financial workflows within these tools, including tax calculations and reporting. - **Workflow Review & Implementation:** - Act as a functional SME to review invoicing and billing workflows before implementation. - Implement SaaS-based invoicing/billing frameworks and tools to streamline processes. - **Testing & Issue Resolution:** - Document, track, and resolve workflow defects and issues identified during testing. - Work closely with testers and developers to ensure proper resolution and integration of fixes. - **Cross-Functional Collaboration:** - Participate in workflow development discussions, contributing to sprint planning, stand-ups, and retrospectives. - Advocate for quality, compliance, and user satisfaction throughout the development lifecycle. - **Global Team Coordination:** - Work effectively with distributed teams to manage testing, implementation, and updates to financial workflows. - **Documentation & Reporting:** - Prepare detailed documentation on invoicing, billing, and taxation workflows for stakeholders. - Generate compliance reports for audits and regulatory filings across different countries. Skills & Competencies: - In-depth knowledge of invoicing and billing processes within SaaS platforms. - Expertise in multi-country taxation for the US, UK, AU, and NZ. - Analytical mindset with strong troubleshooting and problem-solving abilities. - Exceptional communication skills for articulating complex financial workflows and issues. - Ability to manage multiple projects independently or within a collaborative team environment. - Detail-oriented with a commitment to delivering high-quality, compliant solutions.,

Key Responsibilities: 1. Project Leadership & Delivery Lead end-to-end implementation and configuration of the new CRM platform (including leads, Deals, contacts, campaigns, Analytics, ticketing, and marketing automation modules etc.,) Customize workflows, automation rules, blueprints, and approval processes Develop and own the project plan, timelines, risk register, and delivery milestones Ensure project alignment with business goals and departmental needs Develop and maintain dashboards, reports, and analytics for business insights 2. Cross-Functional Coordination Work closely with SPOCs from Marketing, Sales, Operations, Strategy, Call Centre, Home Collection and Billing to gather requirements and translate into technical specs, validate workflows, and prioritize features Coordinate with internal technical teams and external vendor for development, UAT, deployment, and post-go-live support 3. Systems Integration Oversee API-level integration between CRM and internal applications (ERP, billing software, appointment booking platform, telephony, other digital assets like website) Ensure data integrity and seamless flow across systems 4. Vendor & Stakeholder Management Serve as primary liaison with CRM vendor for solution configuration, custom development, and SLAs Collaborate with cross-functional teams to ensure CRM aligns with business goals Facilitate decision-making with the internal project governing body 5. Change Management & Training Support documentation, training rollouts, and user onboarding Drive adoption by enabling stakeholder readiness and feedback loops Provide user training, documentation, and ongoing support Skills: Strong understanding of CRM platforms (Salesforce, Zoho, MS CRM, Freshworks, etc.) Strong understanding of CRM processes (sales, marketing, support) Familiarity with REST APIs, data mapping, and middleware tools Familiarity with Zoho ecosystem (Zoho Creator, Zoho Analytics, Zoho Flow) Proficiency in data analysis, SQL, and system integration Proficient in project management methodologies (Agile/Scrum/Waterfall) Excellent communication, problem-solving, stakeholder management and documentation skills

You are seeking an experienced Finance SME with proficiency in billing, invoicing processes, and multi-country taxation. The ideal candidate will have a solid background in invoicing and billing processes, with expertise in tax compliance for countries like the US, UK, Australia (AU), and New Zealand (NZ). As a functional consultant, you will work closely with cross-functional teams to align testing objectives with business goals, enhance the overall testing framework, and ensure compliance with international taxation standards for a SaaS based financial product. Qualifications: - MBA (Finance) or Chartered Accountant (CA) with 5+ years of experience. - Deep understanding of financial workflows, including invoicing, billing, and international taxation. Job Responsibilities: - Proficiency in Invoicing/Billing Processes: Manage and optimize billing workflows within a SaaS environment, ensuring they are efficient, scalable, and compliant. - Tax Compliance: - Deep understanding of tax regulations, including VAT, GST, and withholding taxes, for countries such as the US, UK, AU, and NZ. - Review and ensure the correct application of tax rules in billing systems for global customers. - Collaborate with tax teams to update systems with new tax rules and rates. - Financial Services Software Expertise: - Proficient in tools like Oracle NetSuite, Zoho, Freshworks, or similar SaaS platforms. - Working experience in setting up financial workflows within these tools, including tax calculations and reporting. - Workflow Review & Implementation: - Act as a functional SME to review invoicing and billing workflows before implementation. - Implement SaaS-based invoicing/billing frameworks and tools to streamline processes. - Testing & Issue Resolution: - Document, track, and resolve workflow defects and issues identified during testing. - Work closely with testers and developers to ensure proper resolution and integration of fixes. - Cross-Functional Collaboration: - Participate in workflow development discussions, contributing to sprint planning, stand-ups, and retrospectives. - Advocate for quality, compliance, and user satisfaction throughout the development lifecycle. - Global Team Coordination: - Work effectively with distributed teams to manage testing, implementation, and updates to financial workflows. - Documentation & Reporting: - Prepare detailed documentation on invoicing, billing, and taxation workflows for stakeholders. - Generate compliance reports for audits and regulatory filings across different countries. Skills & Competencies: - In-depth knowledge of invoicing and billing processes within SaaS platforms. - Expertise in multi-country taxation for the US, UK, AU, and NZ. - Analytical mindset with strong troubleshooting and problem-solving abilities. - Exceptional communication skills for articulating complex financial workflows and issues. - Ability to manage multiple projects independently or within a collaborative team environment. - Detail-oriented with a commitment to delivering high-quality, compliant solutions.,

As a Technical Systems Analyst at Albemarle, you will be a key player in implementing, scaling, and optimizing Business Process Mining initiatives using Celonis across the organization. Your role will be crucial in driving the successful adoption and maturity of Celonis to meet evolving business needs, accelerate time to value, and deliver measurable operational impact. You will collaborate with business process owners, subject matter experts, and IT teams to uncover inefficiencies, design data-driven solutions, and support automation and performance improvement initiatives. Additionally, you will work closely with stakeholders to understand operational goals and translate them into actionable Celonis use cases and technical requirements. Your responsibilities will include identifying and integrating data sources, developing performant SQL queries, connecting Celonis with ERP and IT systems, ETL data into the Celonis platform, designing process dashboards and analytical reports, conducting workshops, and collaborating with cross-functional teams to prioritize and deliver Celonis use cases and dashboards on time. Furthermore, you will promote a data-driven culture by enabling self-service analytics and training business users on Celonis capabilities. You will be required to document the design, configuration, testing, deployment, and integration of new or enhanced Celonis solutions, participate in testing activities, support issue resolution, maintain documentation, support governance and compliance activities, and participate in defining and designing BPM solutions for Albemarle. Additionally, you will monitor Celonis system performance and identify opportunities for optimization. The ideal candidate for this role should have a Bachelor's degree in computer science, Information Systems, Business Analytics, or a related field, along with 3+ years of hands-on experience with Celonis EMS and 5+ years of experience in business intelligence, data engineering, or business analytics. Strong expertise in SQL, PQL, data analysis, and data visualization techniques is required, along with Celonis certifications. Proficiency with agile methodologies, scripting and ETL languages, and knowledge of data privacy, security, and compliance standards are preferred. Join Albemarle and be a part of a values-led organization committed to building a more resilient world with a focus on people and the planet. You can expect competitive compensation, a comprehensive benefits package, and resources to support your professional and personal growth. Shape the future, build with purpose, and grow together with us at Albemarle.,

We are looking for a results-driven Project Manager to lead the planning, execution, and delivery of technology projects. You will collaborate with cross-functional teamsincluding engineering, product management, design, QA, and business stakeholdersto deliver high-impact solutions on time and within scope. The ideal candidate is highly organized, tech-savvy, and an excellent communicator with a track record of managing complex technical projects. Key Responsibilities: Define project scope, goals, and deliverables in collaboration with stakeholders. Create detailed project plans, schedules, resource allocation, and budgets. Manage the full project lifecycle using Agile, Scrum, or hybrid methodologies. Coordinate across teams to ensure alignment and timely delivery of milestones. Track progress, manage risks/issues, and communicate updates to stakeholders. Facilitate daily stand-ups, sprint planning, retrospectives, and other Agile ceremonies. Drive continuous improvement in project delivery practices. Ensure technical feasibility and resource availability. Manage third-party vendors or external contributors when needed. Maintain comprehensive project documentation. Requirements: Qualifications: Bachelor’s degree in Computer Science, Engineering, Business, or related field. 3–7 years of experience managing technology or software development projects. Strong understanding of Agile/Scrum, Kanban, and/or Waterfall methodologies. Familiarity with project management tools (e.g., Jira, Asana, Trello, Monday.com). Excellent communication, leadership, and organizational skills. Ability to manage multiple projects simultaneously in a fast-paced environment. Preferred Skills: PMP, Scrum Master (CSM/PSM), or equivalent certification. Experience with DevOps, cloud technologies (AWS, Azure), or SaaS platforms. Technical background or experience working with engineering teams. Project Manager on a rollout FreshWorks or other similar ITSM tools

Project management experience in technical or cloud-based environments. Leading cross-functional teams in Cloud Operations or Cloud Migration. Proficient with ticketing tools like Jira SM, ServiceNow, Freshservice. Knowledge of ITIL process.