About Freshworks

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 50,000+ 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 (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.

While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation. Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com.

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.

Job Role:

Freshworks is looking for an exceptional addition to our Digital Success team. Being a customer champion is part of our culture and a guideline for anything we do. Our team plays a central role in this effort and is the primary driver to retain and develop our existing Digital customers. As a Sr. Business Analyst in the Outbound Customer Engagement team within Digital Success, you will be responsible for analyzing existing customer data, conducting industry research, and developing strategies and content ideas for customer campaigns during all phases of the customer journey - onboarding, adoption, growth, and renewal.

Know Our Customers

● Adopt the perspective of a small business to understand their unique challenges in adopting maximum features and extracting the most value out of our products.

● Map customer journey and identify major pain points hindering smooth onboarding and product adoption.

● Perform process & journey mapping, VoC studies (controlled experiments, focus groups, surveys, etc.), and advanced data analyses (NPS/usage data/tickets data/community platform/CSAT/etc.) to gather detailed insights of various cohorts of customers.

● Present analyses and strategy in a format that is appropriate for a varied audience using data visualization, dashboards, and storytelling.

Solve Problems At Scale: 

● Devise light-touch engagement strategies, such as email campaigns, webinars showcasing best practices, self-help training content, community platforms, etc., to solve specific customer pain points and drive product adoption.

● Create awareness amongst customers to leverage existing resources such as the free onboarding assistance, self-help training platforms, knowledge base, etc.

● Develop new means of customer engagement to drive product adoption and penetration.

● Determine the right messaging for each customer and identify cohorts of similar customers who can be targeted for increased adoption, plan growth, retention, renewal discounts, product feature training, etc. through specialized customer marketing campaigns

● Increase customer satisfaction levels over time (measured through churn, health scores and NPS). Observe patterns in customer metrics and use it to understand corresponding customer behavior with respect to adoption, growth, renewal and churn

 Embrace Our Unique and Special Culture

● Solve problems collaboratively with various functional teams and build consensus across all stakeholders.

● Embrace and be a champion of our CHAT culture code of conduct (https://www.freshworks.com/saas/lets-chat-about-what-makes-freshworks-w ho-we-are-blog/)

● MBA from top tier institutions with specialisation in Marketing, Strategy, or Consulting.

● 4-7 years of overall work experience preferably in business analysis, marketing, strategy consulting, or similar roles.

● A passion for solving customer’s problems through analytics and enhanced customer experience.

● Good with visual representation of ideas and exposure to customer marketing. Strong professional writing skills are a must.

● Work experience with raw data for customer insights, business and market analysis will be advantageous.

● Experience with a visualization tool such as Tableau, PowerBI, Spotfire, Sisense, etc.

● Organized, strategic and loves to be challenged

● Team player with strong communication and interpersonal skills

● Must be comfortable with driving problem solving sessions in collaboration with multiple stakeholders and in large groups.

● Must have demonstrated passion and track record for craftsmanship and being a true friend of the customer.

● Technical experience or past collaboration with engineering teams is a bonus

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.