Lead - GTM Technology (Outreach Focus - Tooling)

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.

Job Description

Role Overview: We are looking for an experienced and strategic Lead - GTM Technology to join our Information Technology team. This role is at the intersection of Sales Operations and Technology, focusing on owning, governing, and optimizing our Sales Engagement Platform, Outreach. If you are passionate about building scalable sales architectures and leveraging technology to streamline GTM processes, we’d love to hear from you.

Key Responsibilities:

Platform Administration & Governance

• Serve as the primary system administrator for the Outreach platform, managing user provisioning, roles, profiles, and permissions.
• Establish and enforce governance policies for sequences, templates, and snippets to ensure system hygiene and brand consistency.
• Audit the platform regularly to ensure compliance with global data privacy regulations and internal security standards.

Platform Optimization & Scalability

• Design and implement scalable architecture within Outreach to support high-growth sales teams across multiple geographies.
• Analyze platform usage and performance data to identify bottlenecks and optimize workflows for maximum efficiency.
• Monitor email deliverability health, sender reputation, and domain settings to ensure optimal engagement rates.

CRM Integration & Data Management

• Manage and optimize the bi-directional integration between Outreach and the CRM (Salesforce), ensuring accurate data synchronization and field mapping.
• Troubleshoot complex sync errors and partner with IT and RevOps to resolve data discrepancies.
• Collaborate with data teams to ensure data enrichment processes flow seamlessly into Outreach for effective prospecting.

Enablement & Strategic Alignment

• Partner with Sales Enablement and Operations leadership to align Outreach strategies with broader business goals.
• Educate stakeholders and end-users on platform capabilities, new features, and best practices to drive adoption.
• Translate business requirements into technical solutions within the sales engagement ecosystem.

Qualifications

Experience:

• 5+ years of experience in Sales Operations, Marketing Technology, or GTM Systems, with a specific focus on Sales Engagement Platforms.
• Proven track record of administering and scaling Outreach.io for large, global sales organizations.
• Deep experience managing CRM integrations (specifically Salesforce) and understanding complex data models.

Technical Expertise:

• Expert-level knowledge of Outreach configuration, including triggers, complex sequences, and advanced field mappings.
• Strong understanding of email infrastructure (SPF, DKIM, DMARC) and deliverability best practices.
• Familiarity with APIs and data enrichment tools (e.g., ZoomInfo, 6sense) to enhance GTM workflows.
• Proficiency in data analysis using tools like Excel, Tableau, or Power BI is a plus.

Soft Skills:

• Strategic thinker with the ability to look beyond immediate tasks and plan for future scale.
• Strong communication skills to collaborate with cross-functional teams (Sales, Marketing, IT) and present technical concepts to non-technical stakeholders.
• Detail-oriented with a strong focus on data integrity and process governance.

Certifications:

• Outreach Administrator Certification is highly preferred.
• Salesforce Administrator (ADM 201) or Consultant certifications are a strong plus.

Additional Information

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.