Analyst Order Management

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.

Qualifications :

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.

Additional Information :

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.

Remote Work :

No

Employment Type :

Full-time