Senior Analyst - Deals Desk

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 looking for a highly skilled & collaborative individual, who with his / her in-depth understanding of the Deals Desk, Order Management & Billing space in SaaS environment, can contribute to identifying and structurally driving various system enhancement / improvement initiatives on CPQ, CRM etc. while working with both Business and IT team.
Work Hours: APAC Time Zone (10 am to 7 pm)

Key Responsibilities

• Work closely with Deals Desk and Order Management team to identify potential opportunities to automate the process on CPQ.
• Work with IT teams to drive continuous enhancement on SFDC as per requirements received from pre-sales support teams (Deals Desk & Order Management)
• Collaborate with Sales team to understand possible opportunities to enhance quote creation process.
• Drive regular education sessions for both internal and stakeholder teams to drive adoption of CPQ platform.
• Establish strong working relationship with IT & vendor team to drive and deliver identified projects in defined timelines.
• Drive BRD creation for requirements received from support & sales team.
• Develop test cases, coordinate testing, and maintain the UAT tracker.
• Troubleshoot system errors, address Sales inquiries, and coordinate with IT for issue resolution.
• Implement product pricing updates in collaboration with the Product team.
• Ensure approvers are configured correctly per Sales org changes, working with the RevOps team.
• Work with IT to ensure timely implementation and business alignment.
• Track project timelines, milestones, and provide progress updates to management.
• Utilize Microsoft Excel, Google Suite, SAP, and other tools for reporting, data analysis, and process optimization.

Qualifications

• 5+ years of experience in Deals Desk, Order Management & Transformation (System Enhancement & Automation)
• Great understanding / hands-on experience of working on CPQ (any) and SFDC (CRM) enhancements
• Excellent communication & collaboration skills, with the ability to interact across all levels, functions, and geographies
• Extremely strong project management skills
• Certifications around Agile, Scrum, PMP etc. would be a positive
• Proven dexterity in working with IT teams is a must
• MBA Degree would be preferred
• Problem-solving ability with strong attention to detail
• Advanced knowledge of Excel and experience with Google Suite, Microsoft Word, PowerPoint etc.
• Strong time management skills, with the ability to handle multiple tasks and meet deadlines efficiently.

If you are detail-oriented, passionate about process improvement, and thrive in a fast-paced SaaS environment, we encourage you to apply!

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.