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).
About the job
You will bring domain expertise in data analytics and visualization, and determine the overall strategy for our business unit’s reporting and analytics needs.
You will play a vital role across our product organization, coordinating with our product line PMs and cross-functional stakeholders in Machine Learning, Product, Engineering, Design, Growth, Customer Support, Sales and Product Marketing.
You bring adequate technical skills to understand and guide strategy and execution decisions.
The analytics and insights charter will be pivotal to the future growth of our business unit and its position in the market vs other leading competitors.
Lead the Analytics & Insights platform charter for the business unit, including establishing vision, strategy and 3 year roadmap
Balance both internal departmental priorities from product line PMs, sales, customer success, vertical solutions and external priorities from customers to build and execute on a holistic roadmap
Ability to sift through the technical details and surface a value proposition/benefit story to evangelize analytics capabilities directly to customers and indirectly through PMM and sales teams
Work closely with our UX design and research teams to deeply understand our persona across various segments
8+ years of experience in the data & analytics domain with understanding of columnar data sets, data quality/cleansing/cataloging/enrichment, tabular operations and visualization
4+ years in enterprise platform product management roles with a focus on UI/UX for analytics/visualization products
4+ people management experience: you have a proven ability to manage teams to results, and coach and mentor product managers.
Prior success in SaaS organizations driving large web scale data-sets and hands-on experience with tools such as Tableau, Cognos and/or Microsoft PowerBI
Experience with product experimentation, A/B testing, and driving data-driven roadmap decisions
Experience building ML based analytics products is a huge plus
Equally good at tactical/technical discussions at the 1000 feet level and strategy and priorities at the 50k feet level
Experience working with global, cross functional teams to ensure the success of the defined strategy