Analyst - Order Management

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 an Analyst in the Subscriptions & Billing (S&B) team, you will be a key driver of the revenue lifecycle at Freshworks. This cross-functional role involves managing the end-to-end activation and invoicing process, ensuring that every customer subscription is architected for accuracy and compliance. You will act as a strategic link between Sales, Finance, and our Customers, ensuring that our billing operations reflect the high standards of our product excellence.

About the Team The S&B team serves as the engine for revenue integrity. We manage the complexities of product SKUs, platform amendments, and global invoicing. Our mission is to provide a "first-time-right" experience, resolving customer queries with precision while driving the operational rigor necessary for month-end financial reporting and global growth.

Key Responsibilities

Revenue Operations & Invoicing

• Contract Governance: Meticulously review Service Order Forms (SOFs) and contracts to generate accurate, timely invoices.
• Subscription Management: Manage the activation lifecycle, ensuring correct SKUs for products, agents, and add-ons are aligned with customer requests and Sales Finance policies.
• Financial Closing: Support month-end and year-end close activities to ensure accuracy in Financial Reporting and Management Information Systems (MIS).

Stakeholder Collaboration & Experience

• Proactive Coordination: Follow up with internal and external stakeholders to secure missing information and ensure deal velocity.
• Customer Advocacy: Act as a primary point of contact for billing queries via email, phone, and tickets, delivering best-in-class service and rapid resolution.
• Consultative Support: Assist Account Managers (AMs) and Customer Success Managers (CSMs) in navigating billing policies and subscription amendments.

Process Excellence & Innovation

• Lifecycle Accuracy: Drive month-on-month revenue generation by processing deals with high fidelity.
• Strategic Projects: Participate in internal initiatives to enhance billing applications and optimize allied financial workflows.

Professional Experience

• Industry Expertise: 1 to 4 years of experience in Order Management (OM), Billing, Order-to-Cash (O2C), or Finance-related operations.
• Process Knowledge: Familiarity with related financial functions such as Cash Applications, Collections, or MIS is highly advantageous.

Technical & Behavioral Skills

• Technical Proficiency: Strong working knowledge of MS Office (particularly Excel) and familiarity with billing/CRM platforms.
• Communication Excellence: Exceptional written and oral communication skills for effective stakeholder management.
• Strategic Problem-Solving: Skilled in negotiation and analytical thinking to resolve complex billing discrepancies.

Operational Requirements

• Learning Agility: A strong desire to learn the evolving Freshworks product ecosystem and billing architecture.
• Global Flexibility: Openness to working in a 24/7 operational environment with rotational shifts to support our global customer base.

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.