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. 

Freshworks is looking for a Functional Analyst to become a valuable member of our Customer Onboarding team. In this role, you will collaborate with engagement managers, solution architects, onboarding specialists, and sales and pre-sales teams under the guidance of the Director of Customer Onboarding for North America. Your primary responsibilities will involve engaging with customer prospects, capturing their high-level requirements, and collaborating with team members to formulate a detailed statement of work.

Day-to-day you'll: 

• Evaluate business processes, anticipate requirements, identify improvement opportunities, and create proposals and detailed statements of work.
• Stay up-to-date on the latest processes and IT advancements to automate and modernize systems.
• Conduct meetings and deliver presentations to share insights and findings.
• Perform thorough requirements analysis and document processes as required.
• Effectively communicate outcomes and plans to cross-functional teams and management.
• Gather critical information from meetings with various stakeholders and produce useful reports.
• Collaborate closely with prospects and internal teams throughout the project lifecycle.
• Ensure proposals align with business needs and requirements 

To excel in this position, candidates should possess a natural analytical mindset, the ability to comprehend customer requirements, and the skill to translate them into a comprehensive scope of work. If you are adept at evaluating business processes, identifying areas for enhancement, and communicating effectively across various teams, we encourage you to apply. 

Please note this is a hybrid role with onsite expectations of 3x/ week (Tue-Thur) from our San Mateo, CA (HQ), Bellevue, WA, or Denver, CO office locations

• A bachelor’s degree in business or a related field, or an MBA.
• A minimum of 8 years experience in business analysis or a closely related field.
• Proficient communication skills
• Demonstrated experience in gathering requirements for SaaS/packaged software such as Zendesk, Salesforce ServiceCloud etc…
• Proven experience in gathering requirements in the Customer Service/Support field
• Exceptional analytical and conceptual thinking abilities
• The ability to influence stakeholders and collaborate closely to determine acceptable solutions.
• Experience in running customer workshops, and documenting requirements
• Experience in current and future state process design and mapping, gap analysis
• Excellent documentation skills.
• Fundamental analytical and conceptual thinking skills.
• Experience creating detailed reports and giving presentations.
• Competency in Microsoft & Google office productivity applications
• Excellent planning, organizational, and time management skills.

California Pay Range: $145,000—$215,000 comprising an annual salary and incentive compensation.

Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.

Freshworks Benefits: Freshworks offers multiple options for medical, dental, vision, disability and life insurance. Flexible time off (plus paid US holidays), commuter benefits (attached to a flexible spending account) and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

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.