Job Location: Chennai
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. More than 50,000 companies – from startups to public companies – around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).
Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including American Express, Sony, Vice Media, TaylorMade, Sotheby’s, Stitchfix, OfficeMax, Multichoice, Delivery Hero, ITV, and Klarna.
Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).
Overview:
As the Lead Business Analyst in supporting the Go to Market Functions, you will focus on becoming the trusted technology partner for the Sales, Marketing, Customer Success, and/or Customer Support organizations. As part of this role, you will work with the operations teams in the various business functions to understand their functional and technical needs, identify and implement SaaS applications to address the business needs, and become the single point of contact for supporting and enhancing the business applications for the users.
Responsibilities:
- Lead from the front and drive large scale projects that can span across multiple systems and/or business teams and processes
- Partner with the Product Managers on the Freshworks product to understand and align the product roadmap to the functional requirements in delivering required functionality for the business stakeholders
- Build periodic management review reports and metrics
- Setup Process documentation and architecture diagrams for their said systems
- Develop detailed requirements (business, user, process, system requirements – functional and non-functional) and establish traceability to business vision
- Manage day to day operation such as supporting L2/L3 tickets and data management inside the GTM systems
- Manage large scale Periodic Data Migrations
- Actively work with internal development teams to conduct gap analysis of different solutions (both internal and external) and identify the best path forward.
- Develop, test and deploy customizations and new functionality based on changing business needs
- Collaborate on all business readiness activities including end user training, product testing, rollout, iteration, and support
- Relevant experience of 6-8 years working in a SaaS / IT environment driving implementation projects in CRM and Sales automation tools
- Proven track record in delivering large scale projects and working with multiple business stakeholders
- In depth understanding of CRM, CPQ and other Sales tools with System Administration experience and Certification
- In depth understanding of business processes in the Sales domains
- Thorough understanding of integrations and technical capabilities of tools
- Excellent written and verbal communication skills a must
- Ability to manage ambiguity and translating the same into results
- Strong focus on requirement gathering and translating into tech specifications
- Strong foundation in Project Management and managing agile systems
- Ability to work with multiple stakeholders and drive consensus
- Strong desire to take ownership of a set of business needs and drive delivery of operational and technical processes to meet these product needs
- Master’s Degree in computer science, engineering or an equivalent combination of skills, training, and experience is required
- Software development background is a plus
- Collaboration mindset – this is a highly cross-functional role
- A do-what-it-takes attitude
Additional Information
All your information will be kept confidential according to EEO guidelines.
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.
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