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Senior Manager - Business Systems Services



Bengaluru, Karnataka, India
Posted on Tuesday, May 21, 2024

Company Description

About Freshworks

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.

Job Description

Freshworks is seeking a dynamic and experienced IT Senior Manager to lead our Order to Cash (O2C) team. As the IT Senior Manager, you will play a pivotal role in optimizing our O2C processes through technology solutions, driving efficiency, accuracy, and customer satisfaction.


  1. Strategic Technology Leadership: Provide strategic direction and leadership in leveraging IT solutions to enhance the Order to Cash process. Collaborate with cross-functional teams to align technology initiatives with business objectives and customer requirements.

  2. Systems Optimization: Evaluate, implement, and optimize O2C systems and platforms to streamline processes, improve productivity, and enhance the customer experience. Identify opportunities for automation, integration, and scalability.

  3. System Integration: Ensure seamless integration between O2C systems and other relevant platforms, such as ERP, CRM, and billing systems. Coordinate with IT teams to design and implement integrations that facilitate data flow and process efficiency.

  4. Data Management: Establish and maintain robust data management practices to ensure the accuracy, integrity, and security of O2C data. Implement controls and protocols to safeguard sensitive information and comply with data privacy regulations.

  5. Process Improvement: Identify inefficiencies, bottlenecks, and pain points in the O2C process and lead initiatives to drive continuous improvement. Work closely with stakeholders to streamline workflows, optimize resource allocation, and enhance overall process efficiency.

  6. Customer Experience: Collaborate with Customer Success, Sales, and Finance teams to understand customer requirements and preferences related to the O2C process. Implement technology solutions and process improvements to enhance the end-to-end customer experience.

  7. Change Management: Lead change management efforts related to the implementation of new technology solutions and process changes. Provide guidance, training, and support to stakeholders to ensure successful adoption and minimize disruption.

  8. Vendor Management: Manage relationships with IT vendors and service providers, ensuring the effective delivery of solutions and services. Monitor vendor performance, negotiate contracts, and drive value optimization initiatives.


  1. Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field. MBA or advanced certification (e.g., PMP, ITIL) preferred.

  2. Proven experience (15 years) in IT leadership roles with a focus on Order to Cash processes, preferably in a technology or SaaS company.

  3. Strong understanding of O2C processes, including order management, billing, invoicing, and collections.

  4. Proficiency in O2C systems and technologies, such as ERP, CRM, billing platforms, and e-commerce solutions. Chargebee experience is preferred.

  5. Excellent leadership, communication, and interpersonal skills, with the ability to collaborate effectively across departments and levels of the organization.

  6. Analytical mindset with a focus on problem-solving and continuous improvement.

  7. Project management experience, with the ability to lead complex technology projects from initiation to completion.

  8. Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

Additional Information

Join us at Freshworks and play a key role in transforming our Order to Cash process through innovative technology solutions and strategic leadership!

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.