Senior Business Analyst

Company Description

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. 

Job Description

We are seeking a highly skilled and experienced Senior Business Analyst to join our dynamic team. In this pivotal role, you will leverage your analytical prowess to drive strategic initiatives and optimize operational efficiencies across the organization. As a Senior Business Analyst, you will serve as a key liaison between various stakeholders, ensuring that business needs are accurately captured and translated into actionable solutions. You will play a critical role in the development and implementation of data-driven strategies that align with our organizational goals.

Roles & Responsibilities:

• Drive solutions with the Operations, Tools, Insights, and Enablement teams to optimize the company’s ability to generate revenue

• Focus 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 pipeline and revenue performance metrics 

• Own multi-stream workflows, including: parallel processing, synchronization, resource management, error handling & scalability, delivering consistent results with high levels of quality & accuracy within stipulated SLA

• 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

Qualifications

• 4+ 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 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

• Detail-oriented with strong project management and organizational skills, comfortable with ambiguity and adept at solving problems creatively

• 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

• Familiarity with database technologies and tools (SQL/R/PYTHON etc.), data transformation and processing

• Experience with a visualization tool such as Tableau, Spotfire, Power BI, Sisense, etc.

Additional Information

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.