Michel Mikey John

About Michel Mikey John

At Freshworks, I serve as the Manager for the CRM team, overseeing a range of responsibilities pivotal to ensuring seamless operations within our sales ecosystem. Here\'s a glimpse into what I bring to the table:• Team Management and Coordination: My primary role involves spearheading the CRM team, where we serve as the frontline support for addressing inquiries from our esteemed Sales team. I facilitate seamless coordination among various departments such as Billing, Commissions, Product, and Marketing Operations to streamline processes and enhance efficiency.• Establishing and Scaling: I had the privilege of setting up the CRM team from scratch, laying the foundation for its growth and success within the organization.• Process Optimization: o One of my key achievements was transitioning email queries to a more organized ticketing system, revolutionizing our approach to query management and resolution. o Leveraging insights from existing case histories, I played a pivotal role in refining and building the Rule of Engagement (RoE) policy for both hunting and farming strategies. By analyzing past successes and challenges, I crafted comprehensive guidelines to optimize our approach in these key areas:• Sales Organization Management: I am directly involved in managing the Sales Organization, a critical function integrated with Power BI for comprehensive insights and analytics.• Talent Acquisition and Development: From hiring top-notch talent to nurturing their skills through training programs, I play a pivotal role in shaping a high-performing team.• Segmentation and Conflict Resolution: I led efforts to segment our team based on various criteria such as segment, region, and process, ensuring focused attention and tailored support. Additionally, I handle conflict resolution, whether it\'s within teams or external stakeholders, across different tiers and regions.• Customer Success and Partnership: I am deeply committed to ensuring customer success by addressing exclusions-related queries promptly and effectively. Moreover, I navigate partnership dynamics, fostering both collaboration and conflict resolution as needed.In essence, my role at Freshworks encompasses driving operational excellence, nurturing talent, fostering collaboration, and ultimately, contributing to the company\'s overarching success in the dynamic realm of CRM and sales support.

Experience

1. Sales Ops Manager

   Freshworks

   Apr 2023 — Present · Chennai, IN

   Policy & GovernanceDriving the creation, simplification, and governance of Sales Admin Policies (Hunting & Farming) to provide sales teams and leaders with clear, actionable guidelines for success.Deal Desk & EscalationsManaging deal desk operations, conflict cases, and streamlined escalation processes to resolve issues efficiently and keep the sales engine running smoothly.Process Improvement & AutomationLeading process enhancements and automation initiatives — from real-time deal reassignments to ROE validations — ensuring accuracy, speed, and compliance at every step.Data Management & ReportingMaintaining clean, up-to-date, and audit-ready ROE and CRM data; coordinating timely closure updates for Finance to support accurate numbers and on-time commission payouts.Cross-functional CollaborationAligning priorities and driving clarity through close partnership with Sales, RevOps, Finance, and Leadership teams, supported by trackers, newsletters, and regular updates.Team Management & EnablementManaging and mentoring a collaborative operations team, overseeing task handovers and knowledge transfers, and ensuring clear ownership and accountability across all projects.Conflict Handling & ComplianceEnforcing effective conflict resolution strategies and compliance with Fair Play and Sales Admin policies to maintain trust, fairness, and transparency.

Education

• Good Shepherd Matriculation Higher Secondary School, Nagercoil

  Computer Science

  2004 — 2006

• Sathyabama University

  Bachelor of Engineering (B.E.), Computer Science

  2006 — 2010

• Annamalai University

  Master of Business Administration - MBA, E-Commerce/Electronic Commerce

  2017 — 2019

• Shobhit University

  Bachelor's Degree, Computer Science

  2011 — 2014

Skills

• Business Process
• Team Leadership
• Microsoft Office
• Business Process Improvement
• E-Commerce
• Customer Relationship Management (Crm)
• Training
• Analytics
• Project Management
• Management
• Vendor Management
• Positive Team Player
• Team Management
• Leadership
• Content Management
• Product Management
• Crm
• Analysis
• Quality Management
• Business Development
• Mentoring New Hires
• Process Improvement
• Retail
• Databases
• Quality Assurance