Lead - Business Analyst (EX SMB)

Lead - Business Analyst (EX SMB)

Company Description

Organizations 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.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

Job Description

We are seeking a commercially minded and highly analytical Revenue Operations Business Partner to support our SMB sales leaders and teams. In this role, you will act as a trusted operational partner to SMB leadership, helping them understand business performance, improve forecast accuracy, strengthen pipeline execution, and deliver against revenue goals.

This is a hands-on, high-impact role that combines data analysis, operational rigor and business partnering. You will work closely with SMB leaders to identify risks and opportunities, translate data into actionable insights, and ensure the right operating rhythms and processes are in place to drive consistent execution across the business.

You will own and support key Revenue Operations processes including forecasting, pipeline management, performance tracking and business reviews. You will use data from Salesforce and other reporting tools to identify trends, challenge assumptions and help leaders make better, faster decisions.

You will also work closely with the wider Revenue Operations team to develop scalable reporting, processes and insights that improve the productivity and effectiveness of our SMB organisation.

Key Responsibilities

Forecasting & Pipeline Management

• Partner with SMB sales leaders to drive a consistent and accurate weekly and monthly forecasting process.

• Monitor lead flow, identify risks and gaps, and work with leaders to understand and address the underlying drivers.

• Analyse pipeline health, coverage, conversion, ageing and progression to identify areas requiring action.

• Maintain strong data quality and operational discipline across Salesforce and other sales systems.

Business Performance & Insights

• Provide SMB leaders with clear, actionable insights into business performance, highlighting trends, risks and opportunities.

• Analyse performance across teams, segments and individual reps to identify areas for improvement.

• Develop and maintain reporting and dashboards that give leaders a clear view of their business.

• Translate complex data into simple recommendations and actions for sales leaders and frontline teams.

• Support regular business reviews, QBRs and performance cadences with relevant analysis and insights.

Business Partnering

• Act as a trusted partner to SMB sales leaders, helping them use data to make informed business decisions.

• Build strong relationships with sales managers and understand the operational challenges impacting their teams.

• Challenge assumptions constructively and bring an independent, data-driven perspective to business discussions.

• Help leaders identify opportunities to improve rep productivity, pipeline generation, conversion and overall sales execution.

• Partner with Finance, Marketing, Enablement and other cross-functional teams to align on performance, priorities and actions.

Operational Excellence & Scalability

• Identify opportunities to simplify, automate and improve SMB sales processes and operating rhythms - using AI where relevant.

• Support the rollout and adoption of new Revenue Operations processes, tools and reporting.

• Work closely with the BI team to build out PBI and Tableau as well as Salesforce reporting.

• Contribute to broader Revenue Operations initiatives, including annual planning, territory and quota processes, sales productivity and strategic projects.

• Work closely with Revenue Operations Analysts to ensure reporting and analysis effectively support the needs of SMB leadership.

Qualifications

• 5–8 years of experience in Revenue Operations, Sales Operations, Business Operations, Strategy, Finance or a similar analytical/business partnering role.

• Experience supporting sales teams in a B2B SaaS or technology environment, ideally within an SMB or high-volume sales organisation.

• Strong commercial and analytical mindset, with the ability to understand the key drivers of sales performance.

• Proven ability to work with sales leaders and turn data into clear, actionable recommendations.

• Strong experience with Salesforce, Excel and business intelligence/reporting tools.

• Excellent problem-solving skills and a strong attention to detail.

• Highly organised, with the ability to manage multiple priorities in a fast-paced environment.

• Strong communication and stakeholder management skills, with the confidence to challenge and influence sales leaders.

• Comfortable working with large datasets and simplifying complex information for senior stakeholders.

• Based in Bangalore, with the ability to work effectively with global teams and stakeholders across multiple time zones.

Additional Information

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.

Experience Level

Senior Level