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. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).
Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).
Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.

While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation.
Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com.

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 or 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, our communities and our business.

Role & Responsibilities

• Effective execution of all onboarding work control processes

• Efficient coordination and scheduling of all resources

• Lead weekly reviews with the delivery leadership team to plan consultant assignments, review bookings, work through conflicts, and identify opportunities for consultants;

• Handle staffing escalations from start to finish ensuring that the business is supported throughout the process and resource management process is followed

• Ability to multitask across various time zones to ensure that there is appropriate resource management coverage for the group

• Drive system and process improvement initiatives to strengthen the resource management process within the practice and identify regular opportunities to adapt as the business grows;

• Proactively spot forecasted bench time for the onboarding team and work with the resource management team to ensure that the available resources are identified for the right opportunities

• Ensure that there is a distinction and support in the resourcing process of the group as a supply team against demand

• Prepare regular supply analysis for leadership

• Advertise open project assignments, and promote the availability of resources globally to encourage sharing of resources across regions to increase utilization;

• Constantly monitor resource assignments and timesheet data to ensure accuracy of forecast to reduce estimated vs. actual time;

• Compile, lead and analyze resource management reports (available resources, current resource allocations, resource needs due to changing project needs, etc) for delivery to leadership

• Liaise with leadership team in fulfillment of project staffing requests, prioritizing resource requests and resolving resource allocation conflicts for the division or project assigned

• Work with engagement and practice managers to review and design resourcing plans to deliver against project deliverables while leveraging the best available staffing from internal regional resources and third party contractors and partners;

• Coordinate the introduction and implementation of new Operations/Resource Management tools, infrastructure, and processes

• Conduct research to identify alternate staffing solutions and/or, alternate processes for improvement

• Placing our people into roles, balancing their development needs with the needs of the business

• Build a good understanding of the people within the teams that you are Resource Manager for, understanding their aspirations and development needs and maintaining a current view of their forecasts

• Understanding of professional services automation software (e.g. Mavenlink, is a plus)

• Ability to think strategically and manage complex projects and partnerships

• Detail oriented with strong project management and organizational skills, but comfortable with ambiguity and adept at solving problems creatively 

• Strong bias toward collaboration and ability to work effectively in a cross functional & dispersed team 

• Comfortable in a fast-paced, global team environment

• Flexible work style and comfort with ambiguity

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.