Senior Product Analyst

The Company

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

Role Description:

If you have a passion for analytics and a desire to leverage product data to shape the product roadmap, this role is for you. As a product analyst, you'll collaborate with Product & Engineering, along with a few cross-functional teams, to provide data-led decision-making support for the product. The ideal candidate should feel comfortable working with complex data, understand product implementation, confidently navigate ambiguity in business processes, and have hands-on experience in data analysis. Moreover, the ability to translate data into practical insights to assist Product Management with a strategic lens is essential. Familiarity with basic product metrics will be key.

NOTE: This is an individual contributor role with a career path to grow into a SME. 

• Take ownership of end-to-end product analytics autonomously.

  
  

• Act as a Product Owner to drive instrumentation goals, ensuring constant updating of product telemetry.

  
  

• Demonstrate the ability to comprehend complex data and product landscapes, and a willingness to navigate ambiguity, simplifying them for product management.

  
  

• Collaborate daily with Product Managers, Engineering, TPM, and Operations. Engage in cross-functional interactions with Marketing, Customer-facing teams, and senior leadership on product-centric, cross-functional business requests as needed.

  
  

• Apply strong database skills to extract insights from large, intricate datasets.

  
  

• Filter and refine unstructured (or ambiguous) data into usable datasets, which can be analyzed to extract insights and enhance business processes and product decisions.

  
  

• Extract value from existing analytics frameworks and step in to construct new ones as required by the business.

  
  

• Provide reports on product health and feature benchmarking. Identify optimization/at-risk areas for customers using product telemetry, incorporating a blend of heuristics and predictive models.

  
  

• Monitor product adoption KPIs and connect them with adjacent business data models to uncover expansion and retention opportunities.

  
  

• Communicate findings to stakeholders and spearhead initiatives aimed at improving business performance.

  
  

Requirements:

• Sound knowledge of standard descriptive statistical techniques and proficiency in using predictive analytical models when necessary.

  
  

• Excellent communication skills, including the ability to storyboard and present insights concisely.

  
  

• Hands-on experience with DBMS systems and proficiency in framing SQL queries for complex data manipulation. Expertise in creating and automating data workflows.

  
  

• Proficiency in Python and R for building predictive and exploratory analytical models.

  
  

• Ability to craft compelling narratives with data using appropriate visuals and hands-on experience in building and maintaining dashboards using tools such as Power BI, Looker, Tableau, Sisense, etc.

  
  

• Proven track record of collaborating with stakeholders and delivering analytics projects with measurable impact.

  
  

• Ability to act as a Product Owner, driving instrumentation and telemetry for new features.

  
  

• Experience with text mining, recommender systems, and social media analytics is an added advantage.

  
  

• At least 4 years of hands-on work experience in analytics, with a minimum of 2 years of experience in product analytics.
• Minimum of 1 year of experience in a customer-facing analytics role.

About the Freshdesk Design Team

We are a forty-member team of designers interested in research, product design, visual design, and motiondesign. We love spending time with each other: from in-office lunches to remote water cooler conversations; from insightful discussions on the latest update to an app to what's been bothering us recently; from a music track that we loved to making plans for team lunches whenever we get back to the office.
We craft delightful and empathetic products for our customers. We are always on the lookout for new methods, approaches, and processes. We've comprehensive design systems and always appreciate a data-informed mindset. We enjoy collaboration and creative solutions that are in line with our principles.

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.