About this role
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 needsEnsure accurate rollups by region, sub-region, segment, and leader reporting hierarchyPartner with stakeholders to enforce consistency across:opportunity stagesclose datesforecast categoriesproduct/service classificationpipeline hygieneCommercial Performance Reporting
Track commercial drivers across Services performance, including:attainment vs targetsforecast accuracy trendsconversion / coverage driverskey risks and changes week-over-weekTranslate reporting into concise leadership-ready insights, highlights, and risksRate 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 performancePartner with Finance and Sales Ops to validate rate assumptions and improve reporting accuracyDiscount Reporting & Governance
Own recurring reporting for discount usage and discount trendsTrack discounting against commercial guardrails, budgets, and AOP expectationsCreate leadership-ready reporting to support decision-making and approvalsAOP Target + Budget Tracking
Maintain reporting tied to AOP targets, and support performance visibility by quarter/monthProvide structured views of attainment and forecast confidence for leadership review rhythmsSupport QBR/MBR content preparation using validated and standardized metricsData Quality & Operational Excellence
Monitor and resolve reporting inconsistencies and definition gaps across sourcesEstablish documentation for metric definitions, report logic, and reporting cadencesImprove automation and reduce manual reporting effort where possibleProactively 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 OperationsStrong working knowledge of Salesforce (SFDC CRM) — required and criticalExperience building and maintaining SFDC reports and dashboardsUnderstanding of core CRM objects and sales process mechanics (opportunities, stages, close dates, etc.)Ability to validate data quality and drive pipeline hygiene improvementsStrong understanding of pipeline management, forecasting concepts, and bookings reportingAdvanced proficiency in Excel / Google Sheets (pivots, formulas, QA checks, reconciliation)Strong communication skills — able to translate complex reporting into clear insightsDetail-oriented, highly organized, and able to manage weekly business rhythmsPreferred Qualifications
Experience supporting services commercial reporting (sold vs bill rate reporting, discount governance)Experience with Power BI or Tableau for leadership dashboards and visualizationExperience partnering with Finance on planning cycles, AOP tracking, and budget reportingFamiliarity 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.