Business Systems Services Manager

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. 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. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. 

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. 

Fresh vision. Real impact. Come build it with us.

This role serves as the Salesforce Solution Architect and strategic technical owner for the GTM systems ecosystem. The architect will partner closely with Line of Business (LOB) leaders and IT functional teams to design scalable, secure, and high-performing Salesforce-based solutions across the lead-to-revenue lifecycle.

As a Manager-equivalent Individual Contributor, this role provides architectural leadership while remaining hands-on in solution design, configuration oversight, and complex problem-solving within Salesforce and marketing automation platforms.

Responsibilities:

This role drives the Salesforce and marketing automation strategy in support of Sales, Marketing, Revenue Operations, Customer Success, and Product Engineering teams.

It collaborates cross-functionally with:

• Business stakeholders to define scalable system capabilities
• IT Engineering teams to design integration architecture
• Security and Compliance teams to ensure governance and data protection
• Finance for CPQ, pricing, and revenue system alignment

This role is critical in enabling scalable lead-to-revenue workflows, enterprise-grade data architecture, automation strategy, and optimized customer lifecycle management.

What is the role expected to achieve?

• Define and own the Salesforce architectural roadmap aligned to GTM business strategy
• Design scalable GTM architecture across Salesforce, marketing automation (Marketo), CPQ, and integration platforms
• Provide hands-on architectural guidance for complex configurations and automation
• Establish governance frameworks for customization, integration, and data management
• Reduce technical debt and drive platform simplification
• Lead architectural oversight for major transformation initiatives and system enhancements
• Act as the final authority for high-impact Salesforce design decisions

Key Decisions Responsible For:

• Salesforce data model and object architecture
• Automation and workflow design standards
• Integration architecture and middleware strategy
• Build vs. configure vs. integrate decisions
• Marketing automation integration patterns
• Platform scalability and long-term system design

Complexity

What specific skills are needed to do the job?

Technical & Architectural Skills:

• Deep, hands-on expertise in Salesforce Sales Cloud architecture and configuration
• Strong experience with marketing automation platforms (Marketo preferred) and CRM integration
• Advanced understanding of automation frameworks, flows, validation logic, and security models
• Experience designing API-based integrations and middleware solutions
• Strong knowledge of data modeling, governance, and system scalability
• Ability to troubleshoot complex cross-platform issues

Strategic & Leadership Skills:

• Ability to operate at both architectural and hands-on implementation levels
• Strong executive communication and stakeholder alignment skills
• Ability to influence technical standards and best practices across teams
• High ownership mindset with a quality-first approach
• Ability to mentor senior analysts and provide architectural guidance

• 10–15 years of IT experience, with at least 5–7 years of strong hands-on Salesforce experience
• Proven experience architecting and delivering enterprise-level Salesforce solutions
• Experience integrating Salesforce with marketing automation platforms (Marketo preferred)
• Strong experience in GTM systems, CPQ tools, and CRM-driven revenue processes
• Experience with API integrations and middleware platforms (Workato, MuleSoft, etc.)
• Bachelor’s Degree in Computer Science, Information Technology, or related field

 

Preferred Experience/Education

• Salesforce Certified Application Architect / System Architect (preferred)
• Marketo certification or advanced hands-on experience
• Experience in SaaS organizations supporting global GTM teams
• Experience leading large-scale CRM transformations or system consolidations

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.