Lead - Business Analyst (Sales Operations)

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Lead - Business Analyst (Sales Operations)Full-time Compensation: INR 0 - INR 0 - yearlyCompany DescriptionOrganizations 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 DescriptionRole OverviewIn 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 CreateAccelerate 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 StrategyDesign, 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 & ForecastingPartner 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 & InnovationOversee 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,...