Analyst - Billing Operations

We are looking for an Analyst- Subscriptions & Billing who will work cross-functionally across all members of the business to support Subscription Management and Invoicing Support to all customers of Freshworks.

About the team

The Subscription and Billing (S&B) team manages the activation and invoicing lifecycle of Freshworks Products. S&B Agents are expected to learn the product, agent, platform, and add-on billing SKUs ensure the right SKUs are set up for each subscription, add/amend subscriptions as per customer/AM/CSM requests in line with Sales Finance Policy, participate in projects under S&B to enhance Billing and other allied applications & ensure analysis of customer queries and resolve the issue promptly and appropriately.

Below are the job responsibilities.

• Read / Review the contracts / SOF and generate invoices accurately and in a timely manner.
• Follow up with Internal / External stakeholders on missing information
• Respond to customer queries received via emails, phone calls, tickets and other modes of
• communication
• Responsible for the month-on-month revenue generation by processing deals.
• Assist the team in day-to-day activities from process and policy standpoints.
• Provide best-in-class customer service with first-time-right resolution
• Assist month-end and close activities for Financial Reporting/MIS Qualifications

• 1 to 4 years of experience in Billing and Billing related services.
• Good communication skills (written and oral).
• Working knowledge of MS Office products.
• Knowledge & experience in related processes like Cash Applications, Collections, and MIS would be an advantage but not mandatory.
• Skilled in negotiation & problem-solving
• Willing to learn and open to working in a 24/7 operational environment with rotational shifts and week offs.