Lead - Business Analyst (Sales Operations)

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

Role Overview

In today’s fast-evolving business landscape, operational excellence is the ultimate competitive advantage. As our Manager - Sales Operations, you won’t just manage standard CRM workflows—you will be the strategic engine driving Go-To-Market (GTM) velocity and efficiency. This dynamic role requires a highly adaptable, execution-focused professional who views the sales ecosystem as a constantly evolving product. Sitting at the intersection of Sales, Marketing, Customer Success, and Finance, you will translate data-driven insights into frictionless revenue processes. If you possess the learning agility to master new tech stacks instantly, the cross-functional empathy to align diverse teams, and the analytical rigor to clear roadblocks from the sales cycle, this role offers the perfect platform to scale our revenue operations.

The Impact You Can Create

• Accelerate GTM Velocity: Streamline and automate the end-to-end sales lifecycle, reducing administrative friction and maximizing the time reps spend selling.

• Unify the Data Ecosystem: Build a single source of truth across the revenue organization, enabling leadership to make agile, data-driven decisions during market pivots.

• Foster Cross-Functional Synergy: Act as a consultative partner across Sales, Marketing, Finance, and Product to eliminate operational silos and build seamless customer journeys.

• Scale the Tech Stack: Modernize and optimize our revenue tool ecosystem, ensuring high user adoption and rapid integration of next-generation tools.

Roles & Responsibilities (R&R)

1. Process Optimization & Lifecycle Strategy

• Design, implement, and continuously refine sales workflows (from lead routing to contract execution) to optimize sales productivity.

• Identify operational bottlenecks in the sales funnel and deploy creative, automated solutions to resolve them.

• Maintain a continuous feedback loop with frontline reps to ensure processes support, rather than hinder, their daily workflows.

2. Cross-Functional Pipeline & Forecasting

• Partner closely with Sales Leadership and Finance to manage forecasting models, pipeline hygiene, and territory allocations.

• Validate pipeline health data, conversion metrics, and historical trends against the Annual Operating Plan (AOP).

• Drive structured, data-backed forecasting rhythms that give the executive team predictable visibility into revenue.

3. Tech Stack Governance & Innovation

• Oversee the administration and optimization of our CRM platform and integrated sales tools (e.g., sequencing, conversation intelligence, and enrichment platforms).

• Evaluate, test, and deploy emerging operational technologies, prioritizing architectural flexibility and vendor-agnostic scalability.

• Enforce rigorous data hygiene and compliance frameworks across all integrated systems.

4. Advanced Analytics & Business Intelligence

• Build and maintain intuitive, executive-level dashboards that track key GTM performance indicators (KPIs) like win rates, sales velocity, and rep productivity.

• Deliver actionable operational insights during Quarterly Business Reviews (QBRs) to shape strategic resource allocation.

5. Change Management & Enablement Collaboration

• Lead the rollout of new operational processes and system updates, ensuring high adoption through clear documentation and empathetic training.

• Partner with Sales Enablement to translate system data into tailored coaching opportunities for the revenue team.

Qualifications

Skills & Core Competencies

Adaptability & Learning Agility

• Ecosystem Fluidity: The ability to rapidly learn, adopt, and integrate new AI-driven tools, data sources, and software into the existing GTM stack.

• Resilience in Dynamic Environments: Comfort shifting operational strategies mid-quarter in response to macroeconomic changes or organizational scaling.

• Proactive Problem Solving: A natural curiosity to look beyond surface-level metrics, question historical operational assumptions, and experiment with novel workflows.

Cross-Functional & Collaborative Experience

• Stakeholder Alignment: Proven ability to drive consensus between quota-driven sales leaders, process-oriented ops teams, and financially minded executives.

• Translational Communication: The skill to simplify highly technical data architectures or system limitations into clear, strategic business outcomes for non-technical partners.

• Empathetic Operations: A user-first mindset that prioritizes the representative's daily experience when designing administrative rules.

Technical & Domain Expertise

• CRM Architecture: Advanced configuration and management experience in enterprise CRM platforms (e.g., Salesforce, HubSpot).

• Revenue Analytics: Deep understanding of B2B revenue metrics (ARR/NRR pipelines, conversion ratios, sales cycle lengths) and data visualization tools.

• Project Management: Demonstrated capability in running complex, multi-stakeholder systems migrations or process overhauls.

Qualifications & Experience

• Proven Track Record: Solid experience running operations within a fast-scaling startup or a mature corporate GTM environment.

• Cross-Functional Background: Diverse experience working directly within—or closely alongside—Sales Ops, RevOps, Marketing Ops, or Corporate Finance is highly valued.

• Platform & Domain Recognition: Technical certifications in major CRM platforms or revenue analytics methodologies are preferred.

• Commitment to Continuous Growth: A documented history of continuous learning, upskilling in data science, automation scripting, or modern AI operations tools.

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.