CX Functional Analyst

Sorry, this job was removed at 05:37 a.m. (MST) on Wednesday, Feb 28, 2024
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Denver, CO
Hybrid
Artificial Intelligence • Cloud • Enterprise Web • Software • Business Intelligence
Delight made easy. We make it fast and easy for businesses to delight their customers and employees.
The Role

Company Description
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.
Job Description
We are hiring an Analyst to join our team. The candidate will work alongside engagement managers, solution architects, onboarding specialists, sales and presales teams and will report to the Director of North America for Customer Onboarding. The main tasks will include meeting with customer prospects, capturing their high-level requirements and working with other team members and developing a detailed statement of work. The candidate will also be responsible in performing requirements analysis and documenting processes as needed. To succeed in this role the candidate should have a natural analytical way of thinking and be able to grasp customer requirements and translate them into a detailed scope of work.

  • Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing proposals and statement of work.
  • Staying up-to-date on the latest process and IT advancements to automate and modernize systems.
  • Conducting meetings and presentations to share ideas and findings.
  • Performing requirements analysis.
  • Documenting and communicating the results of your efforts.
  • Effectively communicating insights and plans to cross-functional team members and management.
  • Gathering critical information from meetings with various stakeholders and producing useful reports.
  • Working closely with prospects and internal teams.
  • Ensuring proposals meet business needs and requirements.


Qualifications

  • A bachelor's degree in business or related field or an MBA.
  • A minimum of 8 years experience in business analysis or a related field.
  • Strong communication
  • Must have experience in gathering requirements for SaaS/packaged software such as Zendesk, Salesforce ServiceCloud etc...
  • Must have experience in gathering requirements in the Customer Service/Support field
  • Exceptional analytical and conceptual thinking skills.
  • The ability to influence stakeholders and work closely with them to determine acceptable solutions.
  • Experience in running customer workshops, and documenting requirements
  • Experience in current and future state process design and mapping, gap analysis
  • Excellent documentation skills.
  • Fundamental analytical and conceptual thinking skills.
  • Experience creating detailed reports and giving presentations.
  • Competency in Microsoft & Google office productivity applications
  • A track record of following through on commitments.
  • Excellent planning, organizational, and time management skills.
  • A history of leading and supporting successful projects.


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.

The Company
Denver, CO
5,500 Employees
Hybrid Workplace
Year Founded: 2010

What We Do

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 dedicated team operating from 13 global locations to serve customers throughout the world.

Why Work With Us

Our fresh approach to business software has enabled over 50,000 companies big and small across the globe to exceed customer and employee expectations. We deliver on the unfulfilled promise of easy-to-use SaaS software, and help our customers drive clear business results.

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