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.

Role Summary

We are hiring a Business Analyst to support FPS Operations with a primary focus on Services bookings, pipeline visibility, forecast accuracy, commercial performance tracking, and reporting governance. This role will work closely with Services Sales stakeholders, regional leadership, Finance, and Operations to ensure reporting is accurate, actionable, and aligned to AOP targets.

Salesforce (SFDC CRM) expertise is critical in this role. You will be expected to own and improve Salesforce-based reporting outputs (pipeline, forecast, bookings performance) and ensure the organization has a single source of truth for leadership reporting.

Key Responsibilities

SFDC Pipeline, Forecast & Bookings Reporting (Core Ownership)

• Own recurring reporting and review for Services pipeline, forecast, and bookings performance, primarily from Salesforce (SFDC CRM)

• Build, maintain, and optimize SFDC dashboards and reporting views aligned to leadership needs

• Ensure accurate rollups by region, sub-region, segment, and leader reporting hierarchy

• Partner with stakeholders to enforce consistency across:

  • opportunity stages

  • close dates

  • forecast categories

  • product/service classification

  • pipeline hygiene

Commercial Performance Reporting

• Track commercial drivers across Services performance, including:

  • attainment vs targets

  • forecast accuracy trends

  • conversion / coverage drivers

  • key risks and changes week-over-week

• Translate reporting into concise leadership-ready insights, highlights, and risks

Rate Tracking (Bill Rates vs Sold Rates)

• Track and report on sold rates vs bill rates (rate realization)

• Identify trends, variances, and exceptions impacting margin and performance

• Partner with Finance and Sales Ops to validate rate assumptions and improve reporting accuracy
   

Discount Reporting & Governance

• Own recurring reporting for discount usage and discount trends

• Track discounting against commercial guardrails, budgets, and AOP expectations

• Create leadership-ready reporting to support decision-making and approvals

AOP Target + Budget Tracking

• Maintain reporting tied to AOP targets, and support performance visibility by quarter/month

• Provide structured views of attainment and forecast confidence for leadership review rhythms

• Support QBR/MBR content preparation using validated and standardized metrics

Data Quality & Operational Excellence

• Monitor and resolve reporting inconsistencies and definition gaps across sources

• Establish documentation for metric definitions, report logic, and reporting cadences

• Improve automation and reduce manual reporting effort where possible

• Proactively surface risks and reporting gaps before leadership reviews

Required Qualifications

• 5 to 8 years of experience in Business Analytics, Revenue Operations, Sales Operations, or Services Operations

• Strong working knowledge of Salesforce (SFDC CRM) — required and critical

  • Experience building and maintaining SFDC reports and dashboards

  • Understanding of core CRM objects and sales process mechanics (opportunities, stages, close dates, etc.)

  • Ability to validate data quality and drive pipeline hygiene improvements

• Strong understanding of pipeline management, forecasting concepts, and bookings reporting

• Advanced proficiency in Excel / Google Sheets (pivots, formulas, QA checks, reconciliation)

• Strong communication skills — able to translate complex reporting into clear insights

• Detail-oriented, highly organized, and able to manage weekly business rhythms

Preferred Qualifications

• Experience supporting services commercial reporting (sold vs bill rate reporting, discount governance)

• Experience with Power BI or Tableau for leadership dashboards and visualization

• Experience partnering with Finance on planning cycles, AOP tracking, and budget reporting

• Familiarity with PSA tools and services delivery lifecycle is a plus

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.