Company Description
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
Are you passionate about transforming complex product data into strategic assets that drive business growth and customer success? We are seeking a Senior Product Analyst to be the analytical cornerstone between our Product, Engineering, Marketing, Sales, and Customer Advocacy teams. In this critical, cross-functional role, you will dive deep into product telemetry and business data to uncover insights that shape decision-making, enhance our customer experience, and identify new opportunities for expansion and retention.This is a high-impact individual contributor role where you will act as a subject matter expert, simplifying ambiguity and telling powerful stories with data.
If you are a curious and driven analyst who thrives on translating data into actionable strategies and influencing senior leadership, this is your opportunity to make a tangible impact.
Key Responsibilities
- Cross-Functional Analytics Ownership: Serve as the dedicated analyst for a business unit, independently managing a pipeline of product-centric business requests from stakeholders in Product, Marketing, Sales, and senior leadership.
- Insight Generation & Data Storytelling: Work with large, complex datasets using advanced SQL to extract, cleanse, and analyze data. Translate your findings into compelling narratives, dashboards, and presentations that drive strategic decisions.
- Product Adoption & Customer Health Monitoring: Develop and monitor key product adoption KPIs (e.g., MAU, feature attachment, retention rates). Build models to report on customer health, proactively identifying at-risk accounts and opportunities for optimization.
- Business Opportunity Identification: Connect product usage data with adjacent business data models (e.g., CRM, financial data) to surface opportunities for revenue expansion, improve retention, and inform the product roadmap.
- Stakeholder Collaboration & Influence: Act as a strategic partner to stakeholders, presenting quantitative and qualitative insights that influence business performance and serve as the foundation for powerful customer advocacy stories.
- Framework & Process Improvement: Utilize and enhance existing analytics frameworks while taking the initiative to build new data workflows and models where needed to simplify complexity and scale insights.
Qualifications
- 4+ years of hands-on experience in a data analytics role.
- 2+ years of direct experience in Product Analytics.
- 1+ years of experience in a role involving collaboration with customer-facing teams (e.g., Sales, Customer Success, Support).
Additional Information
Technical Skills:
- Advanced SQL: Expertise in writing complex queries to manipulate and extract insights from large datasets across multiple tables.
- BI & Data Visualization: Proven, hands-on experience building and maintaining dashboards using one of the tools - Tableau, Power BI, or Looker. Ability to create clear, visually compelling reports.
- Statistical Analysis: Strong knowledge of descriptive statistics and practical experience using Python or R to build simple predictive models (e.g., regression, classification, clustering).
- Data Workflow Automation: Experience creating and automating data pipelines or workflows is highly desirable.
Soft Skills & Business Acumen:
- Data Storytelling: Exceptional ability to translate complex analytical findings into a clear, concise, and compelling narrative for both technical and non-technical audiences.
- Stakeholder Management: Proven track record of collaborating effectively with diverse teams and senior leadership to deliver analytics projects with measurable business impact.
- Problem Solving & Ambiguity: A high degree of comfort with navigating ambiguous business problems, complex data landscapes, and unstructured data.
- Business Acumen: Ability to connect product metrics to core business outcomes like revenue, retention, and customer satisfaction.
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.
