Lead Product Analyst

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.

If you have a passion for analytics and a desire to leverage product data to support both customers and customer-facing teams, this role is for you. As a cross-functional product analyst, you'll collaborate with teams from Product & Engineering, Marketing, Sales, and Customer Advocacy to provide an external perspective on the product. The ideal candidate should feel at ease working with complex data, confidently navigate ambiguity in business processes, and have hands-on experience in data analysis. Additionally, having the ability to translate data into practical insights and captivate others with exciting findings is crucial. Familiarity with basic product metrics is also beneficial.

NOTE: This is an individual contributor role with a career path to grow into a SME. 

• Ability to understand complex data landscapes and a willingness to handle ambiguity in business processes and simplify them for the next person.

  
  

• Own the cross-functional role for one business unit independently.

  
  

• Utilize strong database skills to work with large, complex datasets to extract insights.

  
  

• Filter and cleanse unstructured (or ambiguous) data into usable datasets that can be analyzed to extract insights and improve business processes.

  
  

• Collaborate with Product, Marketing, Customer-facing teams, and senior leadership on product-centric, cross-functional business requests.

  
  

• Derive value from existing analytics frameworks and jump in to build new ones when the business requires them.

  
  

• Report on customer health and product benchmarking. Highlight optimization/at-risk areas for customers using product telemetry with a mix of heuristics and predictive models.

  
  

• Monitor product adoption KPIs and tie them to adjacent business data models to bring out opportunities for expansion and retention.

  
  

• Emphasize key customer insights to serve as a foundation for customer advocacy stories.

  
  

• Shape business decision-making through quantitative and qualitative data analysis, revealing insights and trends related to business performance.

  
  

• Communicate findings to stakeholders and take initiatives to improve business performance.

  
  

Requirements:

• Sound knowledge of standard descriptive statistical techniques. 

  
  

• Excellent communication skills, the ability to storyboard, and present insights in a succinct manner.

  
  

• Hands-on experience with DBMS systems and the ability to frame SQL queries for complex wrangling. Know-how of creating and automating data workflows.

  
  

• Ability to tell a story with data using appropriate visuals and hands-on experience in building and maintaining dashboards via Power BI, Looker, Tableau, Sisense, etc.

  
  

• Proven track record of collaborating with stakeholders and delivering analytics projects with measurable impact.

  
  

• 5+ Years of hands-on work experience in analytics

  
  

• 3+ Years of SQL hands on experience

  
  

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.