Deal Desk Strategy Manager

Company Description

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.

Freshworks is looking for an experienced Deal Desk Strategy Manager to play a critical role in shaping and accelerating some of our largest and most strategic deals. Reporting to the Senior Director of Deal Desk, this senior individual contributor will partner directly with Account Executives and regional sales leaders to develop deal strategy early, navigate complex commercial decisions, and drive transactions from initial opportunity through close. This is more than a traditional Deal Desk role — you’ll operate as a trusted advisor to Sales, bring together the right partners across Legal, Finance, and Operations, and help remove the friction that can stand between a great opportunity and a closed deal. You’ll also have the opportunity to influence how Deal Desk operates at scale, mentor others on the team, and build toward future people leadership as the organization continues to grow. 

• Run point on Deal Desk activities for the largest and most strategic transactions in your region, embedded directly with assigned AEs and RVPs

• Proactively initiate deal strategy conversations with sellers before paperwork or approvals are required — not after

• Document the sequence of events required to close each assigned deal, and drive the cadence needed to hit it

• Establish a regular meeting cadence with account teams to drive deal velocity from inception to closure

• Own deal strategy and structuring end-to-end, including all order form updates and documentation

• Exercise judgment to triage deal complexity — resolving strategic, high-stakes deals personally while routing standardized work to our shared services Deal Desk team; this prioritization skill is a core part of growing into people leadership

• Identify and secure all necessary internal approvals; own correspondence with Legal on contract terms and redlines, and partner with Finance, Sales Ops, and other cross-functional teams as needed on pricing, revenue recognition, and deal terms

• Join customer calls as needed, speaking directly to deal structure and terms to accelerate turnaround time and remove friction to close

• Serve as an escalation point for complex or stalled deals across the region, stepping in to unblock and drive resolution

• Provide ongoing, proactive deal enablement for your regional account teams (not just reactive deal support)

• Act as a go-to resource and informal mentor for newer Deal Desk team members, sharing deal strategy best practices and coaching on deal structuring

• Identify recurring friction points across deals and recommend process, template, or workflow improvements to Deal Desk leadership

• Support quarter-end and month-end close crunch periods, including flexibility for after-hours support during peak close windows

• Contribute directly to team targets across deal cycle time, approval turnaround, accuracy, escalation rate, and Sales satisfaction

• 7–10+ years of experience in Deal Desk, Sales Operations, Revenue Operations, or a similar deal-support function, including direct experience with enterprise or strategic-tier deals

• Demonstrated ability to operate as a trusted advisor to AEs and RVPs — shaping deal strategy proactively, not just processing paperwork

• Strong working knowledge of contract structuring, order forms, pricing and discounting frameworks, and standard commercial terms

• Comfort partnering directly with Legal, Finance, and Sales Ops to resolve complex contract, pricing, or revenue recognition questions

• Sound independent judgment for triaging deal complexity and knowing when to escalate, delegate, or resolve personally

• Excellent written and verbal communication skills, with experience speaking directly to customers on deal structure and terms

• A track record of informally mentoring or supporting peers, and genuine interest in growing into a people leadership role

• Ability to manage a high volume of concurrent deals under tight deadlines, particularly during month-end and quarter-end close

• An analytical, process-oriented mindset — comfortable spotting patterns across deals and proposing scalable fixes

• Flexibility to provide after-hours support during peak close windows as needed

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.

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.