Lead - Business Analyst

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.

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.

Role Overview

We are seeking an experienced Salesforce CPQ Specialist to join our team at the IC3 level. The ideal candidate will have a strong background in Salesforce CPQ implementation, configuration, and optimization , particularly within SaaS-based business models . This role will play a key part in streamlining quote-to-cash processes, improving system efficiency, and supporting business scalability.

Key Responsibilities:

• Design, configure, and maintain Salesforce CPQ solutions aligned with business needs.
• Collaborate with Sales Operations, Finance, and Product teams to improve CPQ workflows and quoting accuracy.
• Implement pricing rules, discount schedules, approval workflows, and product bundles.
• Develop and maintain product catalog, price books, and contract renewals.
• Troubleshoot CPQ-related issues and manage system integrations with billing and ERP platforms.
• Create detailed documentation and provide user training/support for internal stakeholders.
• Participate in process improvements and automation initiatives across the quote-to-cash lifecycle.
  
  

Qualifications:

• 5–8 years of experience working with Salesforce CPQ in a SaaS or subscription-based business .
• Deep understanding of Salesforce Sales Cloud , CPQ data model , and Apex/Flows/Validation Rules .
• Experience with subscription management , renewals , and billing integrations (Chargebee, NetSuite, etc.) .
• Strong analytical, problem-solving, and stakeholder management skills.
• Strong understanding of SaaS revenue models (ARR, MRR, bookings, churn, renewals).
• Hands-on experience with data migration, integrations, and third-party applications.
• Salesforce CPQ Specialist or Advanced Administrator Certification preferred.
• Bachelor’s degree in Computer Science, Business, or related field

Preferred Qualifications

• Background in Sales Operations, Revenue Operations, or Business Consulting in a SaaS environment.
• Experience with Partner Relationship Management.
  
  

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.