Lead Product Analyst

About Freshworks 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. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).
Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).
Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation. While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation.
Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at 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 or 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, our communities and our business.

Job Description

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.

Qualifications

• At least 5 years of hands-on work experience in analytics, with a minimum of 3 years of experience in product analytics.
• Minimum of 2 years of experience in a customer-facing analytics role.

Additional Information

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.