Lead - Business Systems Services

Company Description

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.

Job Description

We are seeking a highly motivated Lead Business Analyst who is Techno-Functional to join our IT Business Applications team. This role will focus on managing Go-to-Market (GTM) tools, with a primary emphasis on Salesforce, Marketo, and other related platforms. The ideal candidate will bridge the gap between business requirements and technical solutions, driving innovation, scalability, and efficiency across our sales, marketing, and customer success operations.

Key Responsibilities

• Lead the end-to-end implementation, configuration, and optimization of GTM tools including Salesforce Sales Cloud, Marketo, and other marketing automation platforms.

• Collaborate with cross-functional teams (Sales, Marketing, Product, Revenue Operations, IT) to gather, analyze, and document business requirements, translating them into scalable technical solutions.

• Design and implement Salesforce customizations including workflows, process automation, custom objects, and integrations with third-party systems.

• Serve as the primary liaison between business stakeholders and technical teams, ensuring project goals and deliverables are met on time and within scope.

• Drive process improvements by evaluating current systems, identifying gaps, and recommending innovative solutions to enhance efficiency and user experience.

• Manage data integrity and quality across GTM tools, implementing data governance best practices.

• Create and maintain detailed documentation for system configurations, processes, and user training.

• Lead user acceptance testing (UAT), troubleshoot issues, and ensure successful deployment of system enhancements.

• Stay updated on new Salesforce and Marketo features, evaluating and recommending enhancements to align with business needs.

• Provide mentorship and guidance to junior analysts and administrators on best practices, system functionality, and project execution.

Qualifications

• 6-8 years of experience in IT with at least 3+ years of hands-on experience with Salesforce in a business analyst or functional consultant capacity.

• Proven experience managing GTM tools and processes, including Salesforce Sales Cloud, Marketo, and other marketing automation or CRM platforms.

• Strong techno-functional expertise with a deep understanding of both technical configurations and business processes.

• Demonstrated experience in business process mapping, requirement gathering, and creating detailed functional specifications.

• Proficiency in Salesforce declarative tools, including flows, process builder, custom objects, and reporting.

• Hands-on experience with Salesforce integration tools and knowledge of APIs or middleware (e.g., Workato, MuleSoft, or similar).

• Excellent problem-solving skills, with a proactive approach to identifying issues and implementing effective solutions.

• Strong project management skills with the ability to prioritize tasks and meet deadlines in a fast-paced environment.

• Experience working with agile methodologies is a plus.

• Salesforce certifications (e.g., Salesforce Administrator, Platform App Builder) are highly preferred.

• Marketo certification or experience with similar marketing automation tools is an added advantage.
  

  Personal Attributes

• Strong interpersonal and communication skills with the ability to convey technical concepts to non-technical audiences.

• Highly collaborative team player with a strong focus on customer success and user experience.

• Detail-oriented and committed to delivering high-quality work.

Additional Information

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.