Lead - Business Analyst at FreshBooks

Chennai, Tamil Nadu, India

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Software, SaaS, Customer ExperienceIndustries

Requirements

5+ years of relevant work experience
Familiarity with database technologies and tools (SQL/R/Python etc.), data transformation and processing
MBA from a top-tier college or a Bachelor’s degree from a top-tier university with relevant work experience
Strong data background with skills to effectively collect, analyze, interpret, and leverage data to drive decision-making
Track record of developing and managing complex data projects with multiple stakeholders successfully
Ability to work on data and make key choices based on the business context
Work experience in the Software and SaaS industries is a plus
Passion for technology and for pushing new concepts, products, and services
Strong bias toward collaboration and ability to work effectively in a cross-functional & dispersed team
Positive attitude, self-starter, and high emotional intelligence (EQ)
Excellent interpersonal skills and ability to drive consensus with internal and external stakeholders
Experience with a visualization tool such as Tableau, Spotfire, Power BI, etc

Responsibilities

Develop and implement regular reporting of KPIs for Customer Support performance metrics
Drive solutions with the Customer Support Operations and Enablement teams to improve customer experience & drive customer retention
Operate autonomously within the team, driving informed decisions with accountability; contributing effectively to the team's overall goals
Create, maintain, and present documentation, including: SOPs, rules of engagement, and process workflows to ensure adherence to internal policies
Proactively define and execute projects spanning systems, data management, and business process automation to improve operational efficiency, reduce errors, and minimize wasted cycles
Manage global stakeholder communication across multiple lines of business/time zones by establishing clear communication channels
Encourage stakeholders to think big in developing or redesigning processes and systems that can create transformational business impact

Skills

Business Analysis

KPI Reporting

Customer Support Metrics

Stakeholder Management

Data-Driven Strategies

Operational Efficiency

FreshBooks

Cloud-based accounting software for businesses

About FreshBooks

FreshBooks provides cloud-based accounting software aimed at simplifying financial management for small to medium-sized businesses and self-employed professionals. The software allows users to efficiently track expenses, time, and invoices, making it accessible even for those without accounting experience. Users subscribe to the service with various pricing tiers, and they can take advantage of a 30-day money-back guarantee and an 80% discount for the first four months. FreshBooks stands out from competitors by offering a user-friendly interface and mobile accessibility, enabling users to manage their finances on the go. The company's goal is to help business owners and accountants streamline their financial processes, improve organization, and enhance client relationships.

Toronto, CanadaHeadquarters

2003Year Founded

$149.6MTotal Funding

DEBTCompany Stage

Consumer Software, FintechIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

401(k) Company Match

Stock Options

Unlimited Paid Time Off

Parental Leave

Home Office Stipend

Professional Development Budget

Risks

Increased competition from market leaders may impact FreshBooks' market share.

Dependency on Stripe's technology could pose risks if Stripe faces issues.

Economic downturns may threaten FreshBooks' subscription-based revenue model.

Differentiation

FreshBooks offers a user-friendly platform for non-accountants, simplifying financial management.

The company provides mobile-friendly solutions, catering to the rise of remote work.

FreshBooks' integration with Shopify enhances e-commerce capabilities for online businesses.

Upsides

FreshBooks' subscription model aligns with industry trends, boosting customer acquisition and retention.

The expansion of Stripe Connect features enhances FreshBooks Payments, improving payment processing.

AI-driven financial analytics tools can provide predictive insights, enhancing decision-making.

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