Lead - Business Analyst (Salesforce)

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.

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.

Role Overview We are seeking a Salesforce Certified Sales Cloud Consultant with SaaS industry experience to design, implement, and optimize Salesforce Sales Cloud solutions. The consultant will partner with business stakeholders to translate requirements into scalable solutions, enhance sales productivity, and ensure Salesforce best practices are applied across the organisation. Key Responsibilities ● Solution Design & Implementation ○ Collaborate with internal teams to gather business requirements and design Sales Cloud solutions. ○ Configure and customize Salesforce Sales Cloud features (Leads, Accounts, Contacts, Opportunities, Forecasting, Territories, Products, Price Books, Quotes). ○ Implement sales automation processes including lead routing/assignment, workflow automation, approval processes, and validation rules. ● Business Process Optimization ○ Analyze existing sales processes and recommend improvements leveraging Salesforce functionality. ○ Develop scalable solutions to improve pipeline visibility, forecasting accuracy, and sales productivity. ● Data Management & Reporting ○ Ensure data integrity during migration and integrations with external systems. ○ Create dashboards, reports, and analytics to support sales performance management. ● Stakeholder Engagement ○ Act as the Salesforce subject matter expert (SME) for Sales Cloud. ○ Train business users on new features and solutions. ○ Provide post-implementation support and enhancements.

● Strong knowledge of Salesforce core architecture, declarative configuration, and Sales Cloud capabilities. ● Salesforce Certified Sales Cloud Consultant credential (active) ● Must have a good Technical knowledge on Apex codes and Salesforce flow ● Prior Experience in handling large scale & Complex SFDC Migrations. ● 6-10+ years of Salesforce administration or consulting experience, with at least 1–2 years supporting SaaS or subscription-based businesses. ● Strong understanding of SaaS revenue models (ARR, MRR, bookings, churn, renewals). ● Hands-on experience with CPQ and/or Revenue Cloud. ● Hands-on experience with data migration, integrations, and third-party applications. ● Strong problem-solving, communication, and presentation skills.

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.