Senior Analyst - Order Management (Deal Desk)

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.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

Fresh vision. Real impact. Come build it with us.

Job Description

We are looking for a highly skilled Senior Analyst – Order Management to join our dynamic team. In this role, you will be responsible for ensuring accurate and efficient order processing and contract management while collaborating with cross-functional teams to support business operations. In addition, you will get an opportunity to work on various transformation projects focused on process simplification, enhancement and automation.

Key Responsibilities

• Create, review, and validate Order Forms for upgrades and expansions, ensuring accuracy, completeness, and compliance with approved pricing, commercial terms, and company policies.
• Manage complex scenarios, including mid-term upgrades, additional products/licenses, co-terming, amendments, prorations, and other contract changes.
• Partner closely with Sales, Finance, Legal, Billing, Deal Desk, and other internal teams to resolve order-related issues and improve workflows.
• Maintain meticulous attention to contract details, ensuring alignment with billing policies.
• Ensure quality and accuracy while understanding deal priorities and executing transactions in line with business requirements and timelines.
• Support deal structuring, including drafting and reviewing commercial language, terms, and clauses, and participate in calls with Sales and internal teams to clarify deal requirements and resolve issues.
• Analyze order management processes and identify opportunities to simplify, standardize, automate, and improve workflows, reducing manual effort, errors, and turnaround time.
• Assist with revenue recognition processes and support audit requirements.
• Provide excellent customer service by addressing inquiries and resolving discrepancies efficiently.
• Utilize Microsoft Excel, Google Suite, SAP, and other tools for reporting, data analysis, and process optimization.

Qualifications

• 5+ years of experience in Order Management, Quote-to-Cash, Deal Operations, Sales Operations, Revenue Operations, or a similar function.
• Experience supporting SaaS/subscription-based businesses.
• Bachelor’s degree in accounting, Finance, Business, or Management preferred.
• Strong problem-solving and analytical skills, with exceptional attention to detail.
• Excellent communication and stakeholder-management skills, with the ability to collaborate across functions, levels, and geographies.
• Experience with CRM and CPQ systems; knowledge of EX & CX platforms is a plus.
• Customer-focused and collaborative mindset, with a focus on improving processes and customer experiences.
• Advanced proficiency in Microsoft Excel and working knowledge of Google Workspace, Word, and PowerPoint.
• Strong organizational and time-management skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced, quarter-end environment.
• Growth mindset, with the ability to thrive in a dynamic and ever-changing environment, embrace change, learn quickly, and continuously improve.
• Self-driven and committed to continuous learning and professional development.
• Willing to work in 8 PM to 5 AM IST shift.

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 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.