Manager - Outbound Sales (CX - NA)
Freshworks
Bengaluru, , IndiaonsitePosted 1 month ago
Skill Required
Generative AISalesforcebuildingAIFulltime
Key highlights
- Onsite night-shift role in Bangalore (US business hours)
- 8–12 years of B2B SaaS sales experience required
- 2-3 years of people management experience required
- Focus on North American market (Freshdesk segment)
- Inclusive and diverse workplace culture
- AI-driven sales and analytics focus
Role overview
Organizations struggle with complex and costly software solutions that often hinder rather than help their growth. Freshworks offers a better alternative with uncomplicated, enterprise-grade service software that delivers exceptional customer and employee experiences. With a people-first approach to AI, Freshworks eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, and Sony Music, trust Freshworks’ CX and EX software. Freshworks is seeking a Manager of Outbound Sales to lead their Bangalore-based outbound AE and BD teams, driving end-to-end sales lifecycle for the Freshdesk product segment in the North American market. This role is critical for accelerating market share and revenue growth, requiring a leader who can navigate complex customer support software landscapes while bridging the gap between India and North American prospects.
Responsibilities
- Manage, coach, and scale a team of outbound Account Executives and Business Development Managers, taking full accountability for the team’s overall delivery, quota attainment, and professional growth.
- Oversee the end-to-end sales lifecycle for the Freshdesk segment, scaling processes to support a performing team of AEs/BDs while maintaining high-touch mentorship and individual professional development.
- Establish clear performance standards and operational metrics for the outbound AE & BD teams, running regular pipeline reviews and check-ins to ensure goals are hit.
- Analyze regional territory data and outbound campaign metrics to optimize messaging, outbound sequencing, and market penetration strategies for customer support software buyers.
- Spearhead the adoption of 'AI at the last mile' by integrating generative AI tools to personalize outbound outreach at scale and leveraging real-time conversation intelligence to optimize discovery and closing sequences.
- Foster a high-performance and inclusive team culture centered on psychological safety, ensuring every member of the team feels empowered to innovate and share feedback.
- Utilize predictive analytics and AI-driven insights to maintain tournament hygiene, proactively identifying operational bottlenecks and driving data-backed interventions to ensure consistent quota delivery.
- Actively participate in strategic deal structuring and join key prospect calls to coach AEs on advanced negotiation tactics and objection handling.
- Collaborate cross-functionally with Product, Marketing, and Sales Operations to align outbound strategies with new Freshdesk features and regional campaigns.
Requirements
- 8–12 years of total experience in B2B SaaS sales, with at least 2-3 years of direct people management experience leading outbound or inside sales teams.
- Proven track record of managing end-to-end sales cycles (from lead generation to closure) specifically targeting North American enterprise or mid-market segments.
- Demonstrated ability to invest in people by holding regular one-on-ones, giving timely performance feedback, and providing clear career development guidance to direct reports.
- Superior operational rigor with a mastery of data-driven decision-making, accountable for identifying and solving systemic performance gaps through advanced analytics.
- Ability to clearly articulate the team’s outbound goals and their connection to broader GTM organizational objectives, adjusting team priorities seamlessly as business needs evolve.
- Willingness and ability to work in a permanent night shift schedule (US business hours) onsite out of our Bangalore office.
- Expertise in modern AI-enabled sales stacks, with a proven ability to use technology to drive efficiency in personalized prospecting and deal intelligence.
- Strategic leadership skills capable of managing the complexities of the team, with a focus on building inclusive cultures and scaling high-performance behaviors.
Nice to have
- Deep domain expertise in Customer Experience (CX), Helpdesk, or Contact Center software segments.
- Prior experience using modern sales technology stacks such as Salesforce, Outreach.io, LinkedIn Sales Navigator or ZoomInfo.
Benefits
- An environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities.
- Commitment to providing equal opportunity and a diverse, vibrant workplace that boosts the goals of employees, communities, and business.
Additional details
- This is an onsite, night-shift role based in Bangalore, serving as the strategic anchor for the team, bridging the gap between our India headquarters and our NA prospects.
- Freshworks has over 4,500 employees worldwide and serves over 72,000 companies.