Senior Business Analyst (m/f/x)

Company Description

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 or 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, our communities and our business.

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 affordable, quick to implement, and designed software for the end-user. More than 50,000 companies -- from startups to public companies -- worldwide use Freshworks software-as-a-service to enable a better customer experience (CX, 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 Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

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).

Job Description

The Go-to-Market organization in Freshworks is the fastest-growing function and is spread out across continents and time zones. 
The Business Analyst here at Freshworks is a new role to collaborate with the European Sales teams very closely for leveraging reps to spend their time on the core aspects of their roles, selling, campaigning, visiting clients/prospects, etc.

About the role:

The Business Analyst role will predominantly support our sales team in managing some of the day-to-day operational tasks. The ideal candidate is expected to be fast-paced, build internal relationships, over-communicate, be part of multiple teams, and be super organized. Additionally, he/she/they should have high energy levels, dedication, and a persevering drive to succeed and win.  A strong focus on execution is critical for success

What do Business Analysts do?

• Coordinating with Order Management Group (OMG) for handling small agent deals, especially on existing customers for expansion of business

• Coordinating with the Billing and deals desk team for invoicing queries, raising tickets, and preparing SOF/COFs on behalf of sales reps & communicating with the customers. Act as a single POC for all the CRM, Legal, DD, & Finance related questions 

• Locating contract/ ServiceOrderForm / information related to subscription terms (email confirmations in some cases)

• Owning upgrades related to omnichannel end-to-end and all the contractual changes that do not involve MRR change

• Order Processing and other Transactional tasks

• Supporting account/territory planning, preparation of outbound campaign

• Regularly tracking ABM and other campaigns like Renewal campaigns, etc.

• Compile, analyze and report on sales data 

• Initiate or actively participate in continuous improvement projects to align and simplify sales-related internal processes, and to improve sales teams’ efficiency

• Help with commissions calculations and queries

• Assisting with CRM accuracy & corrections

Qualifications

• 2+ years of experience

• Bachelor’s degree required

• Possessing a customer first mentality with a knowledge of appropriate organizational process to support and be successful

• Results-oriented and action-driven, but focused on improvement all the time

• Excellent written and verbal communication skills

• Possess strong Excel, SQL & PowerBI Knowledge

• At least one year of experience in roles that involve effective communication of changes to a large audience with absolute clarity

• Exceptional interpersonal skills

• The ability to drive clearly defined GTM strategies

• German language proficiency up from B2 level is a plus

Additional Information

These are some benefits you can expect from us in return:

• Great opportunity to build the European presence of a fast-paced global growth start-up from scratch

• Flexible career development path within an international environment

• Work closely with inspiring,