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. 

We are looking for a principal analyst to join our growing team of data analytics experts and
manage the processes and people responsible for accurate data collection, processing,
modelling and analysis. The ideal candidate has a knack for seeing solutions in sprawling
data sets and the business mindset to convert data into insights and strategic opportunities
for our company. The principal analyst will act as a subject matter expert and work closely
with leaders across the marketing and sales org to support and implement high-quality, data-
driven decisions. The ideal candidate will ensure data accuracy and consistent reporting by
designing and creating optimal processes and procedures for analytics team to follow. The
candidate will focus on use of advanced data modelling, predictive modelling and analytical
techniques to interpret key findings from company data and leverage these insights into
initiatives that will support business outcomes. The right person for the job will apply their
exhaustive knowledge of data analysis to solving real-world problems faced by our company
and finding opportunities for improvement across multiple projects, teams, and business
units.

Responsibilities

• Lead cross-functional projects using advanced data modelling and analysis
• techniques to discover insights that will guide strategic decisions and uncover
• optimization opportunities.
• Build, develop and maintain data models, reporting systems, data automation
• systems, dashboards and performance metrics support that support key business
• decisions.
• Oversee the design and delivery of reports and insights in order to analyse business
• functions and key operations and performance metrics.
• Ensure accuracy of data and deliverables of reporting with comprehensive policies
• and processes.
• Manage and optimize processes for data intake, validation, mining and engineering
• as well as modelling, visualization and communication deliverables.
• Examine, interpret, and report results of analytical initiatives to stakeholders in
• leadership, technology, sales, marketing and product teams.
• Organize and drive successful completion of data insight initiatives through effective
• data analysis and productive collaboration with stakeholders.
• Communicate results and business impacts of insight initiatives to stakeholders
• within and outside of the team.

• Graduate degree or equivalent, preferably in Statistics/Operational
• Research/Mathematics, MBA preferred.
• At least 7-10 years of professional experience in Business Intelligence/ Advanced
• Analytics/ Modelling, preferably in an IT product/ B2B SaaS company. Strong SQL skills, ability to perform effective querying involving multiple tables and
• subqueries.
• Understanding of and experience using analytical concepts and statistical
• techniques: hypothesis development, designing tests/experiments, analyzing data,
• drawing conclusions, and developing actionable recommendations for business units.
•  Demonstrated experience in predictive analysis, and expertise in R, SQL, Python and
• visualization tools – PowerBI, Tableau, Qlik, etc.
• Experience and knowledge of statistical modelling techniques, working knowledge of
• data mining principles.
• Experience working with and creating databases and dashboards using all relevant
• data to inform decisions.
• Experience using analytics techniques to contribute to company growth efforts,
• increasing revenue and other key business outcomes.
• Strong problem solving, quantitative and analytical ability.
• Strong ability to plan and manage numerous tasks and projects concurrently.
• Excellent interpersonal, communication and cross-functional collaboration skills.
• Self-starter, independent and comfortable with ambiguity.

Join our team and be a catalyst for our continued success in shaping the future of Freshworks.. Apply now to embark on an exciting journey with us!

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.