Head of Client Support Services

To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Business software has become a blocker instead of ways to get work done.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

Freshworks is looking for an experienced and driven Manager, Services Sourcing to lead a team of sourcing category managers within our transforming procurement organization. You will be responsible for overseeing a team of sourcing experts while also contributing individually to the execution of critical sourcing projects. Leadership & Team Management:

Supervise and mentor a team of sourcing professionals, providing guidance, support, and performance feedback

Delegate tasks effectively, monitor progress, and ensure team members meet performance expectations (Individual Contribution Goals and SLAs)

Identify training and development needs for team members and facilitate their professional growth

Execute sourcing projects using category-level strategies and established processes

Support the creation, review, and negotiation of contracts, ensuring favorable terms and conditions

Negotiate with suppliers on pricing, service level agreements, and other key commercial and legal terms to maximize savings and achieve defined goals

Conduct risk assessments to identify and mitigate potential supplier-related risks

Manage supplier relationships, while measuring supplier actual performance against negotiated SLA’s and quality metrics.

Deep understanding of sourcing and supplier management.

Sourcing and Procurement - ability to identify, evaluate, and acquire goods or services from external sources in a cost-effective and efficient manner, involving understanding market trends, supplier performance, supply chain management, negotiation tactics, contracts, and quality assurance

Contract Management - ability to efficiently manage contractual agreements with suppliers to maximize performance and minimize risk, involving understanding the terms and conditions of contracts, legal implications, risk management techniques, and managing contract creation, execution, and analysis

Relationship Building - ability to establish and nurture strong connections with stakeholders by understanding interpersonal dynamics, effective communication strategies, empathy, and the ability to manage conflicts or disagreements

Supplier Relationship Management - ability to develop and manage partnerships with vendors that supply goods, materials, and services, while understanding procurement strategies, supplier performance monitoring, and risk management

Sourcing Strategies - the implementation of methods to manage procurement processes effectively, involves understanding the supply market/market analysis, cost modeling/assessing total cost of ownership, performance monitoring, risk management, and negotiation tactics

Results-Oriented - ability to focus on the desired outcome of a project or task, while setting clear goals and prioritizing tasks to achieve the desired outcome and consistently

Bachelor's degree in Supply Chain Management, Business Administration, or a related field

• Proven track record of successfully managing and developing a team.
• We're committed to building a workplace that reflects the diverse world we serve. At Freshworks, you'll find inclusive teams, flexible thinking, and opportunities to grow your career - while making work better for millions.

Let's building something refreshing together.

Bonus/equity may be available.

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.