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 customers, including American Express, Sony, Vice Media, TaylorMade, Sotheby’s, Stitchfix, OfficeMax, Multichoice, Delivery Hero, ITV, and Klarna.
Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).
Freshworks Digital Success organization is looking for a Senior Data Analyst (QA). The role of the Senior Data Analyst is also a highly collaborative role and will be critical in achieving business unit’s targets. In this position, you will mine the business’s database in search of critical adoption, retention, and expansion related business insights and communicate findings to the relevant departments and the business at large. This position will also be supporting departmental projects and change management initiatives and will be the gatekeeper of developing and publishing accurate departmental metrics.
Work with the business’s departmental heads, management, and key stakeholders, in developing detailed business requirements, conducting gap analysis, creating functional designs, and guiding the business’s leadership through analytical data processing when needed.
Develop well-structured analytical plans and analyse large data-sets for product adoption drivers, churn insights, health metrics, cross-sell and upsell opportunities, and other data-sets and ad hoc statistical analysis.
Build statistical forecasting models by identifying key signals for predicting churn and upsell/cross-sell opportunities. In addition, Senior Data Analyst will diagnose, validate, and improve the performance of these models over time.
Identify, evaluate, and document data sources in support of project requirements within the assigned departments in the business. It is also this role’s responsibility to build and operationalize processes that ensure timely data-loading and maintain accuracy and relevance of data used.
Utilise data to guide assigned business departments through all programs and initiatives, enabling continuous improvement in data quality, departmental performance, and overall business performance.
Develop KPIs within the business for the purpose of identifying trends and evaluating the success of the business’s initiatives.
Identify and resolve data gaps that impact the fulfillment of the business’s functional requirements.
Work with senior data department management in ensuring constant compliance with standards and to effect change where merited.
Bachelor's Degree in computer science, engineering or an equivalent combination of skills, training, and experience is required
3-7 years of experience as a Data Analyst in a complex business environment (SaaS industry preferred) and systems preferred.
Strong desire to take ownership of a set of business needs and drive delivery of operational and technical processes to meet these product needs
Knowledge of SaaS business model, SaaS technologies, and related applications.
Development experience in data visualisation tools such as Power BI, Tableau, Python
Strong complex model building experience in Microsoft Excel and good presentation skills
Software development background is a plus
Excellent written and verbal communication skills
Collaboration mindset – this is a highly cross-functional role A do-what-it-takes attitude