Senior Analyst - Order Management

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.

As a Senior Analyst for Order Management, you will be a critical pillar of our Sales Operations and Finance engine. You are responsible for the integrity of the "Contract-to-Cash" lifecycle, ensuring that every customer order is processed with precision, compliance, and strategic alignment. Beyond day-to-day execution, you will serve as a change agent, leading transformation projects focused on process enhancement, automation, and global simplification. This role requires a blend of meticulous technical drafting and the ability to influence cross-functional stakeholders in a high-velocity SaaS environment.

Key Responsibilities

• Contract & Order Orchestration: Draft and manage complex customer contracts, ensuring 100% accuracy and strict adherence to company compliance and billing policies.
• Cross-Functional Synergy: Act as the primary liaison between Sales, Finance, and Legal to resolve discrepancies, unblock order bottlenecks, and streamline the end-to-end workflow.
• Process Transformation & Automation: Identify operational inefficiencies and lead initiatives to simplify and automate Order Management workflows, leveraging technology to reduce manual intervention.
• Revenue Integrity & Audit Support: Assist in revenue recognition processes and provide comprehensive documentation to support internal and external audit requirements.
• Analytical Reporting: Utilize advanced data tools to monitor order health, analyze process performance, and provide actionable recommendations to leadership.
• Stakeholder Advisory: Provide high-touch support to internal teams, resolving inquiries and discrepancies with a focus on operational excellence and customer satisfaction.

• Experience: 5+ years of intensive Order-to-Cash (O2C) experience, specifically within a high-growth SaaS or technology ecosystem.
• Education: Bachelor’s degree in Accounting, Finance, Management, or a related business field.
• Global Exposure: Proven ability to interact effectively across diverse geographies, functions, and leadership levels.
• SaaS Acumen: Deep understanding of SaaS subscription models, billing cycles, and contract complexities.

Technical & Functional Skills

• Advanced Data Mastery: Expert-level proficiency in Microsoft Excel (vlookup, pivot tables, complex formulas) and the Google Workspace suite.
• Systems Expertise: Hands-on experience with SAP or similar enterprise-grade ERP/Order Management systems.
• EX Platforms: Familiarity with Employee Experience (EX) or Customer Experience (CX) platforms is a significant advantage.
• Compliance Rigor: Strong understanding of revenue recognition principles and financial audit standards.

Behavioral & Power Skills

• Problem-Solving Agility: A proactive mindset with the ability to navigate complex discrepancies and provide innovative solutions.
• Meticulous Detail-Orientation: An uncompromising focus on accuracy in contract drafting and data management.
• Strategic Time Management: Ability to handle high-volume, deadline-driven tasks while simultaneously contributing to long-term transformation projects.
• Collaborative Influence: A customer-service-oriented approach to internal partnerships, driving a "One Freshworks" mentality.

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.