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. 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.

About the role - 

Leading the product analytics function across Freshworks’ products, the role requires you to work closely with senior leadership, product, and customer-facing functions to help them make data-driven decisions.

Responsibilities

• Partner closely with product teams to instrument and analyze product adoption and impact, influence the way product capabilities get built, and enhance product led growth.  Influence product roadmap by providing answers to key business questions and enabling product teams take objective decisions
• Provide the appropriate data and insights to support earnings calls, influence marketing activities, and inform strategic initiatives
• Provide insights to GTM, marketing and other customer teams to influence engagement with customers to reduce churn, and increase upsell and cross sell opportunities
• Provide quick and scalable data products to customer service teams to drive customer QBRs effectively
• Lead, inspire a team of 10-15 analysts
• Drive strong partnership with BI and Data science teams to build, measure and visualize data based solutions
• Provide thought leadership to junior analysts and stakeholders using data based insights and analysis
• Build world-class analytics solutions to democratize deep product metrics across the organization
• Utilize strong database skills to work with large, complex data sets
• Communicating findings to stakeholders and taking initiatives for improving business performance

• Education and experience: Bachelors or Masters in a quantitative field (such as Engineering, Statistics, Math, Economics, or Computer Science with Modeling/Data Science), preferably with work experience of over 12 years
• Passionate about helping organizations understand how to solve problems through analytics, with a proven track record of delivering on such projects and delivering business impact
• Ability to manage simultaneous tasks in a fast-paced, technology-oriented environment
• Ability to thrive in ambiguity
• Strong understanding of data transformation and processing tools (Databricks, Snowflake), database and ML technologies and tools (SQL/R/Python), and data visualization (Power BI, excel)
• Prior experience in a B2B SaaS experience is desirable 
• Work experience with real data for customer insights, business and market analysis
• Flexibility to adapt to different ways of working across a broad set of stakeholders 
• Excellent collaboration and communication skills

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.