Lead - Business Analyst

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. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.
 

Working as a part of the Revenue Operations team, the role requires you to work closely with senior leadership, product, sales, marketing, and customer success functions, to help them make data-driven decisions.

Roles & Responsibilities:

• You drive solutions with the Operations, Tools, Insights, and Enablement teams to optimize the company’s ability to generate more revenue and improve customer retention.
• The core focus is on high priority sales initiatives, including business process architecture, org structure, goal/quota setting, sales incentive design, market segmentation, and strategic planning.
• Develop and implement regular reporting of key performance metrics including forecasting, funnel metrics, and pipeline management.
• Design, implement and manage sales forecasting, planning, and budgeting processes in collaboration with Finance. Establish high levels of quality, accuracy, and process consistency.
• Create, maintain, and present documentation including rules of engagement, pricing, and process maps to ensure adherence to internal policies.
• Proactively define and execute projects spanning systems, data management, process automation, data validation, lead generation, and process and tooling implementation.
• Managing stakeholder communication across multiple lines of business on operational milestones, process changes, and escalations.
• Continue to push stakeholders to think big in developing or re-design processes and systems that can create transformational business impact

• 8 + years of work experience
• MBA from a top-tier college; Or a bachelor’s degree from a top-tier university with highly relevant work experience.
• Strong data background with the ability to quickly find insights to drive business outcome.
• Track record of developing and managing complex projects with multiple stakeholders successfully.
• Ability to work on data and make key choice based on the business context.
• Work experience in the internet, software and SaaS industries is a plus.
• Detail-oriented with strong project management and organizational skills, but comfortable with ambiguity and adept at solving problems creatively.
• Passion for technology and for pushing new concepts, products, and services.
• A strong bias toward collaboration and ability to work effectively in a cross-functional & dispersed team.
• Positive attitude, self-starter, and high emotional intelligence (EQ).
• Excellent interpersonal skills and ability to drive consensus with internal and external stakeholders.
• Familiarity with database technologies and tools (SQL/R/SAS/JMP etc.), data transformation and processing. Prior experience in data modelling, advanced Excel is preferred.
• Experience with a visualization tool such as Tableau, Spotfire, Power BI, Sisense, etc.

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.