Lead - Program Management - Process Transformation & Automation

We are looking for a highly skilled & collaborative individual, who with his / her in-depth understanding of the Deals Desk, Order Management & Billing space in SaaS environment, can contribute to identifying and structurally driving various system enhancement / improvement initiatives on CPQ, CRM etc. while working with both Business and IT team. Work Hours: APAC Time Zone (10 am to 7 pm) Key Responsibilities ● Work closely with Deals Desk and Order Management team to identify potential opportunities to automate the process on CPQ. ● Work with IT teams to drive continuous enhancement on SFDC as per requirements received from pre-sales support teams (Deals Desk & Order Management) ● Collaborate with Sales team to understand possible opportunities to enhance quote creation process. ● Drive regular education sessions for both internal and stakeholder teams to drive adoption of CPQ platform. ● Establish strong working relationship with IT & vendor team to drive and deliver identified projects in defined timelines. ● Drive BRD creation for requirements received from support & sales team. ● Develop test cases, coordinate testing, and maintain the UAT tracker. ● Troubleshoot system errors, address Sales inquiries, and coordinate with IT for issue resolution. ● Implement product pricing updates in collaboration with the Product team. ● Ensure approvers are configured correctly per Sales org changes, working with the RevOps team. ● Work with IT to ensure timely implementation and business alignment. ● Track project timelines, milestones, and provide progress updates to management. ● Utilize Microsoft Excel, Google Suite, SAP, and other tools for reporting, data analysis, and process optimization.

8+ years of experience in Deals Desk, Order Management & Transformation (System Enhancement & Automation) Great understanding / hands-on experience of working on CPQ (any) and SFDC (CRM) enhancements Excellent communication & collaboration skills, with the ability to interact across all levels, functions, and geographies\ Extremely strong project management skills Certifications around Agile, Scrum, PMP etc. would be a positive Proven dexterity in working with IT teams is a must MBA Degree would be preferred Problem-solving ability with strong attention to detail Advanced knowledge of Excel and experience with Google Suite, Microsoft Word, PowerPoint etc. Strong time management skills, with the ability to handle multiple tasks and meet deadlines efficiently. If you are detail-oriented, passionate about process improvement, and thrive in a fast-paced SaaS environment, we encourage you to apply

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.