Lead - Business Systems Services

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.

We are seeking a highly motivated Lead Business Analyst who is Techno-Functional to join our IT Business Applications team. This role will focus on managing Go-to-Market (GTM) tools, with a primary emphasis on Salesforce, Marketo, and other related platforms. The ideal candidate will bridge the gap between business requirements and technical solutions, driving innovation, scalability, and efficiency across our sales, marketing, and customer success operations.

Key Responsibilities

• Lead the end-to-end implementation, configuration, and optimization of GTM tools including Salesforce Sales Cloud, Marketo, and other marketing automation platforms.

• Collaborate with cross-functional teams (Sales, Marketing, Product, Revenue Operations, IT) to gather, analyze, and document business requirements, translating them into scalable technical solutions.

• Design and implement Salesforce customizations including workflows, process automation, custom objects, and integrations with third-party systems.

• Serve as the primary liaison between business stakeholders and technical teams, ensuring project goals and deliverables are met on time and within scope.

• Drive process improvements by evaluating current systems, identifying gaps, and recommending innovative solutions to enhance efficiency and user experience.

• Manage data integrity and quality across GTM tools, implementing data governance best practices.

• Create and maintain detailed documentation for system configurations, processes, and user training.

• Lead user acceptance testing (UAT), troubleshoot issues, and ensure successful deployment of system enhancements.

• Stay updated on new Salesforce and Marketo features, evaluating and recommending enhancements to align with business needs.

• Provide mentorship and guidance to junior analysts and administrators on best practices, system functionality, and project execution.

• 6-8 years of experience in IT with at least 3+ years of hands-on experience with Salesforce in a business analyst or functional consultant capacity.

• Proven experience managing GTM tools and processes, including Salesforce Sales Cloud, Marketo, and other marketing automation or CRM platforms.

• Strong techno-functional expertise with a deep understanding of both technical configurations and business processes.

• Demonstrated experience in business process mapping, requirement gathering, and creating detailed functional specifications.

• Proficiency in Salesforce declarative tools, including flows, process builder, custom objects, and reporting.

• Hands-on experience with Salesforce integration tools and knowledge of APIs or middleware (e.g., Workato, MuleSoft, or similar).

• Excellent problem-solving skills, with a proactive approach to identifying issues and implementing effective solutions.

• Strong project management skills with the ability to prioritize tasks and meet deadlines in a fast-paced environment.

• Experience working with agile methodologies is a plus.

• Salesforce certifications (e.g., Salesforce Administrator, Platform App Builder) are highly preferred.

• Marketo certification or experience with similar marketing automation tools is an added advantage.
   

  Personal Attributes

• Strong interpersonal and communication skills with the ability to convey technical concepts to non-technical audiences.

• Highly collaborative team player with a strong focus on customer success and user experience.

• Detail-oriented and committed to delivering high-quality work.

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.