Lead - Business Systems Services

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.

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.

• We are looking for someone with a strong understanding of the Salesforce platform and desire to continue learning.

• GTM Systems Techno Functional Analyst should be comfortable liaising with users and enjoy learning new business processes to translate them into technical solutions. 

• As the Systems Analyst specializing in GTM (Go-To-Market) you’ll utilize your creativity and innovation to update system configurations and optimize technical solutions supporting the various functions in GTM organization. 

• This role is vital for enabling seamless workflows, data insights, and customer interactions.

• Work closely with business users to gather requirements and translate them into system configurations.

• Hands-on administration experience to make Salesforce configuration changes, including (but not limited to): Flows, Apex triggers, security model, fields, page layouts, record types, custom settings, dashboards reports.

• Ensure data integrity and security within GTM systems.

• Application administration responsibilities over GTM systems - Salesforce CRM, Marketo.

• Design frameworks and support operations teams for real-time reporting and analytics.

• Collaborate and build effective working relationships across the organization.

• Work in the capacity of technical expert as a point of escalation for the day-to-day support team.

• Evaluate applications, solutions, features and related products that can support GTM team operations.

• Ability to present work with confidence and persuasion and handle questions effectively from both technical and business stakeholders.

• You bring a quality first mindset, you're an innovative thinker, eager to learn, grow, and develop. Curiosity is your middle name and you always dig deep to understand the ‘why’.

• You are a true team player who can easily transition between being a strategic advisor and being hands-on with delivering solutions

• 5+ years of experience designing and implementing medium to large-scale business systems and components in the realm of GTM and integrations

• 5+ years of Salesforce experience related to application administration, change management, implementation and support

• Experience with GTM tools, marketing automation platforms, and ERP systems.

• Proven track record of implementing and scaling enterprise-level GTM solutions.

• Strong analytical, problem-solving, and communication skills.

• Bachelor’s Degree

• Salesforce Certified Administrator, Salesforce Certified Business Analyst, Salesforce Certified Platform App Builder.

• Team player with unwavering integrity, positive attitude and passion for the opportunity.

Preferred Experience/Education

• Experience in independently analysing processes, configuration and workflows across Salesforce and other GTM systems. Usage experience of native CRM integrations is a plus.

• Program / Project management experience - consistently delivering projects and tasks on time and to specification.

• Experience with Marketo, Clay, Outreach.

• Academic degree in computer science or other relevant field.

• This role reports to the Senior Manager of GTM Information Systems and will work very closely with the GTM functional team to design solutions, prioritize initiatives and overall process improvement initiatives

• As this role requires a cross-functional view and process design, this Analyst will work closely with their peer group that consists of similar Analysts / Admins covering other business functions (e.g. FIN, HR, etc)

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.