About this role
Role Summary
We are hiring a Business Analyst to support FPS Operations with a primary focus on Services bookings, pipeline visibility, forecast accuracy, commercial performance tracking, and reporting governance. This role will work closely with Services Sales stakeholders, regional leadership, Finance, and Operations to ensure reporting is accurate, actionable, and aligned to AOP targets.
Salesforce (SFDC CRM) expertise is critical in this role. You will be expected to own and improve Salesforce-based reporting outputs (pipeline, forecast, bookings performance) and ensure the organization has a single source of truth for leadership reporting.
Key Responsibilities
SFDC Pipeline, Forecast & Bookings Reporting (Core Ownership)
Own recurring reporting and review for Services pipeline, forecast, and bookings performance, primarily from Salesforce (SFDC CRM)
Build, maintain, and optimize SFDC dashboards and reporting views aligned to leadership needs
Ensure accurate rollups by region, sub-region, segment, and leader reporting hierarchy
Partner with stakeholders to enforce consistency across:
opportunity stages
close dates
forecast categories
product/service classification
pipeline hygiene
Commercial Performance Reporting
Track commercial drivers across Services performance, including:
attainment vs targets
forecast accuracy trends
conversion / coverage drivers
key risks and changes week-over-week
Translate reporting into concise leadership-ready insights, highlights, and risks
Rate Tracking (Bill Rates vs Sold Rates)
Track and report on sold rates vs bill rates (rate realization)
Identify trends, variances, and exceptions impacting margin and performance
Partner with Finance and Sales Ops to validate rate assumptions and improve reporting accuracy
Discount Reporting & Governance
Own recurring reporting for discount usage and discount trends
Track discounting against commercial guardrails, budgets, and AOP expectations
Create leadership-ready reporting to support decision-making and approvals
AOP Target + Budget Tracking
Maintain reporting tied to AOP targets, and support performance visibility by quarter/month
Provide structured views of attainment and forecast confidence for leadership review rhythms
Support QBR/MBR content preparation using validated and standardized metrics
Data Quality & Operational Excellence
Monitor and resolve reporting inconsistencies and definition gaps across sources
Establish documentation for metric definitions, report logic, and reporting cadences
Improve automation and reduce manual reporting effort where possible
Proactively surface risks and reporting gaps before leadership reviews
Required Qualifications
5 to 8 years of experience in Business Analytics, Revenue Operations, Sales Operations, or Services Operations
Strong working knowledge of Salesforce (SFDC CRM) — required and critical
Experience building and maintaining SFDC reports and dashboards
Understanding of core CRM objects and sales process mechanics (opportunities, stages, close dates, etc.)
Ability to validate data quality and drive pipeline hygiene improvements
Strong understanding of pipeline management, forecasting concepts, and bookings reporting
Advanced proficiency in Excel / Google Sheets (pivots, formulas, QA checks, reconciliation)
Strong communication skills — able to translate complex reporting into clear insights
Detail-oriented, highly organized, and able to manage weekly business rhythms
Preferred Qualifications
Experience supporting services commercial reporting (sold vs bill rate reporting, discount governance)
Experience with Power BI or Tableau for leadership dashboards and visualization
Experience partnering with Finance on planning cycles, AOP tracking, and budget reporting
Familiarity with PSA tools and services delivery lifecycle is a plus
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.