Senior Product Analyst

The Company

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.

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. Know-how of using predictive analytical models when required.
• 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.
• Hands-on experience with Python and R for building simple analytical models.
• 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.
• Experience with text mining, recommender systems, and social media analytics will be an added advantage.

• 4+ Years of hands-on work experience in analytics
• 2+ Years of experience in product analytics
• 1+ Years of experience in a customer-facing analytics role

About the Freshdesk Design Team

We are a forty-member team of designers interested in research, product design, visual design, and motiondesign. We love spending time with each other: from in-office lunches to remote water cooler conversations; from insightful discussions on the latest update to an app to what's been bothering us recently; from a music track that we loved to making plans for team lunches whenever we get back to the office.
We craft delightful and empathetic products for our customers. We are always on the lookout for new methods, approaches, and processes. We've comprehensive design systems and always appreciate a data-informed mindset. We enjoy collaboration and creative solutions that are in line with our principles.

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.