Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.
There’s another option. Freshworks. With a fresh vision for how the world works.
At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.
Fresh vision. Real impact. Come build it with us.
Job Description
We're looking for a highly skilled Business Analyst to join our North America Field Revenue Operations team. In this key role, you'll combine analytical expertise with strong business partnership skills to drive strategic initiatives, optimize sales processes, and enable scalable growth across our Field Sales organization.
You'll work closely with senior leaders in Sales, Marketing, Enablement, and Customer Success, influencing decisions with data-backed insights and helping shape how our GTM teams operate. If you thrive in fast-paced SaaS environments, enjoy solving complex operational challenges, and excel at turning data into strategy, this role is for you.
Key Responsibilities:
- Partner cross-functionally across the North America GTM org to analyze data, surface insights, and report on key performance metrics that highlight risks, opportunities, and growth drivers.
- Provide executive-level insights through ad hoc analyses, reporting, presentations, and visualizations that inform strategic decisions.
- Drive segmentation and territory strategy by using data to prioritize high-impact accounts and guide resource allocation.
- Manage the Rhythm of Business, including regular reporting on pipeline, lead flow, funnel metrics, and revenue performance for MBRs, QBRs, and leadership reviews.
- Communicate findings to senior global stakeholders across multiple business lines and time zones with clarity, precision, and strong business context.
- Own critical Salesforce operational components, including configurations, quotas, compensation plans, overlays, and team structures to support smooth GTM operations.
- Operate autonomously, driving informed decisions and contributing meaningfully to team and organizational objectives.
- Create and maintain documentation, including SOPs, rules of engagement, and process workflows.
- Build and maintain Salesforce dashboards and reports to enable self-service analytics for the sales organization.
Please note this is a hybrid role with onsite expectations of 3x/week (Tuesday - Thursday) from our San Mateo, CA headquarters.
Qualifications
- 5-10 years of experience in Revenue Operations, Sales Operations, or Strategy roles within high-growth SaaS companies
- Hands-on experience supporting GTM teams and enabling data-driven decision-making
- Strong analytical and data modeling capabilities; fluent in Excel/Google Sheets, SQL, and BI tools (Tableau, Looker, Power BI)
- Knowledge of sales funnel dynamics and key revenue metrics (pipeline, churn, CLTV, CAC)
- Excellent communication and stakeholder management skills across teams and leadership levels
- Proven ability to take initiative and work independently in dynamic, fast-paced environments
- Strong understanding of CRM systems (e.g., Salesforce), B2B sales processes, and sales/marketing automation tools
- Familiarity with lead routing, quota setting, and compensation processes is a plus
- Salesforce Platform Certification is a plus
Additional Information
The annual base salary range for this position is $120,000 - $150,000. This role is also eligible for a target bonus.
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 offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.
At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.
