Lead - Business Analyst

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.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

Fresh vision. Real impact. Come build it with us.

Roles & Responsibilities:

● Take ownership of field revenue streams, plan for their success, support them with KPI reporting, performance management and guide them to hit organization goals
● Drive solutions by liasoning with revenue operations teams, enablement teams & solutioning teams to improve customer experience & drive revenue growth.
● Provide the management team with actionable insights consistently by processing data & analysing them after removing outliers & inconsistencies.
● Operate autonomously within the team, driving informed decisions with accountability; contributing effectively to the team's overall goals

● Create, maintain, and present documentation, including: SOPs, rules of engagement, and process workflows to ensure adherence to internal policies

● Proactively define and execute projects spanning systems, data management, and business process automation to improve operational efficiency, reduce errors, and minimize wasted cycles

● Manage global stakeholder communication across multiple lines of business/time zones by establishing clear communication channels.

● Encourage stakeholders to think big in developing or redesigning processes and systems that can create transformational business impact

● 6+ years of relevant work experience

●Must have familiarity with database technologies and tools (SQL/R/PYTHON etc.), data transformation and processing

● Must be willing to operate in a US shift to support in-field reps in their designated time zone.

● MBA from a top-tier college or a Bachelor’s degree from a top-tier university with relevant work experience

● Strong data background with skills to effectively collect, analyze, interpret, and leverage data to drive decision-making

● Track record of developing and managing complex data projects with multiple stakeholders successfully

● Ability to work on data and make key choices based on the business context

● Work experience in the Software and SaaS industries is a plus

● Passion for technology and for pushing new concepts, products, and services

● 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

● Experience with a visualization tool such as Tableau, Spotfire, Power BI, etc

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.