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.

The Freshworks Analytics service powers all of our SaaS applications. Customers can use out-of-the-box analytics reports as well as build configurable dashboards and custom reports to get impactful insights about their businesses and users. 

As Staff Product manager, you will proactively engage with stakeholders and day to day users to understand their pain-points and solve them through data & predictive solutions. The role requires a mix of strategic thinking being part of Neo platform, Analytics, cross-product solutioning and AI/ML skills. This position will be reporting to the Director of Product Management, Analytics.

About the role:

• Collaborate and own Analytics & Insights product strategy and vision
• Have strong AI/ML solutioning skills to convert customers problems into analytical insights
• Engage in technical requirements discussions, including problem solving and develop recommendations with BU stakeholders to solve for top customer pain-points
• Develop and manage the overall prioritization, milestones, deliverables, and success criteria for programs from start to finish.
• Work with the leadership team in planning the product roadmap for Predictive Insights as part of Platform Analytics
• Convert ideas to prototypes and demonstrate them to key stakeholders
• Manage KPIs and metrics to track and drive user adoption on different predictive solutions based on continuous user feedback/model training
• Develop and manage the overall prioritization, milestones, deliverables, and success criteria for AI/ML features from start to finish.
• Collaborate closely with data scientists, engineering and QA to deliver features on time
• Act like an owner for the success of the product
• Stay up to date with latest technologies, trends, and experiences (e.g. AI/ML, NLP, automated insights etc.)
• Play as one team: Communicate clearly to various stakeholders of product development, engineering, marketing and leadership teams to bring your vision to life
• Act with Urgency: Breakdown complex problems to phases to help the team make incremental progress while still keeping the bigger picture intact

• 7+ years overall high tech industry experience, with 3+ years of AI/ML industry experience
• Hands-on experience in building AI/ML analytical products for customers; preferably with past experience of a data scientist or PM
• Experience in data visualization and reporting using open source libraries/packages and third party tools (Tableau, Power BI or similar)
• Strong executive communication skills
• Tech-savvy and demonstrated experience in building simple and powerful solutions
• Ability to thrive in a fast-paced environment where continuous innovation is desired.
• Self-starter with a passion for independent, creative problem-solving, strong ownership, high commitment and a strong business judgment

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.