Senior 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.

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.

The Senior Business Analyst is a strategic architect within our Sales Operations engine. You will sit at the intersection of data, strategy, and execution, serving as a critical liaison between Sales Leadership and GTM (Go-To-Market) teams. Your mission is to move beyond reportingsynthesizing complex datasets into actionable insights that optimize our Annual Operating Plans (AOP), quota distribution, and incentive structures. This role requires an analytical powerhouse who can automate legacy processes while driving high-impact strategic initiatives.

Key Responsibilities

• Strategic Insight Generation: Partner with Sales teams to analyze performance trends, synthesize deep-dive insights, and generate KPI reports. Identify risks and growth drivers to influence executive-level decision-making.

• GTM Strategy & Execution: Lead the operationalization of key sales initiatives, including Annual Operating Plans (AOP), quota planning, and the design of high-impact incentive programs.

• Operational Architecture & Automation: Actively identify bottlenecks in the sales motion. Design and implement automated workflows and system enhancements to improve data accuracy and team velocity.

• Knowledge Engineering & SOPs: Develop and maintain a comprehensive Playbook of process workflows and engagement protocols, ensuring all operations adhere to internal policies and facilitate seamless knowledge sharing.

• Stakeholder Orchestration: Serve as the primary bridge between Sales Leadership, Sales Operations, and GTM Program Management, ensuring strategic alignment and clear communication across global teams.

Professional Qualifications

• Experience: 4+ years in Sales Analytics or Sales Operations, with a focused track record of at least 2 years in a Business Analyst capacity.

• Education: Bachelor's or Master's degree in Business, Analytics, Mathematics, or a related quantitative field.

• Environment: Proven success in managing multiple high-priority projects within a fast-paced, cross-functional global environment.

Technical Toolbox

• Core Analytics: Mastery of Advanced Excel and SQL is mandatory.

• Data Visualization: Proficiency in creating compelling narratives using tools like Tableau, Power BI, or similar platforms.

• Systems Acumen: Strong experience with CRM platforms (e.g., Salesforce, Freshsales) and sales pipeline management tools.

• The Innovation Plus: Experience with Python, Machine Learning, or Predictive Analytics to move from descriptive to prescriptive reporting.

Behavioral Competencies

• Strategic Influence: Ability to translate complex data into a story that stakeholders can act upon.

• Collaborative Mindset: A One Freshworks approach to solving problems across distributed, cross-functional teams.

• Proactive Problem Solving: A self-starter who doesn't wait for a brief but identifies operational gaps and proposes solutions.

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.