Director, Solution Architecture - GTM Systems

Company Description

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies - that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks' cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services. 

Freshworks is featured in global national press including CNBC, Forbes, Fortune, and Bloomberg, and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. 

Job Description

Freshworks is seeking a dynamic and experienced Solution Architect to join our team and drive innovation within our Go-To-Market (GTM) systems landscape. This critical role will partner with the business and technical teams to bridge the gap between business requirements and technical implementation. You will leverage your expertise with CRM platforms like Salesforce, CPQ tools, marketing automation solutions, and ERP systems to design and implement scalable, efficient solutions that drive business outcomes. 

As the Director of Solution Architecture for GTM systems, you will play a vital role in enabling seamless workflows, data insights, and customer interactions across our GTM functions. You'll work closely with business leaders to understand their needs, translate them into technical solutions, and drive continuous improvement across our GTM platforms. 

Key Responsibilities: 

• Collaborate with GTM and functional teams to define best practices and design system integrations that streamline processes across marketing, sales, and customer success functions
• Develop and maintain scalable, efficient architecture that supports GTM business objectives
• Ensure the integrity, security, and consistency of data within GTM systems
• Design frameworks for real-time reporting and analytics to support decision-making across GTM functions
• Oversee the optimization and supportability of GTM solutions, including scripting, searches, and workflows
• Take ownership of application administration responsibilities for GTM systems
• Lead efforts to consolidate platforms and simplify integrations while maintaining best practices 
• Provide technical expertise for data cleansing and transformation initiatives across GTM systems
• Act as a point of escalation for day-to-day support and troubleshooting, offering expert-level guidance to the support team
• Evaluate new applications, features, and related products to support ongoing improvements to the GTM tech stack
• Collaborate across teams to identify and implement innovative technical solutions that deliver business value 
• Present work confidently to both technical and business stakeholders, managing questions and discussions effectively 
• Support strategic planning and roadmap development for optimizing core business processes across GTM systems

Please note this is a hybrid role with onsite expectations of 3x/week (Tue - Thur) from our San Mateo, CA headquarters.

Qualifications

• 15+ years of experience designing and implementing large-scale business systems and integrations, particularly in the GTM space
• 5+ years of hands-on Salesforce experience in application administration, solution design, implementation, and support 
• 5+ years of program or project management experience, delivering SaaS GTM solutions on time and within scope
• Proven experience with CPQ tools, marketing automation platforms, and ERP systems
• Deep experience in scaling and implementing enterprise-level GTM solutions 
• Strong analytical, problem-solving, and communication skills
• Positive, collaborative team player with a growth mindset and a passion for innovation
• Salesforce Certified Application Architect or other relevant Salesforce certifications is a plus
• Experience in architecting and developing data synchronization solutions across Salesforce and other systems is a plus
• Familiarity with tools like DealHub, Revenue Cloud, Marketo, and Clay is a plus 

Additional Information

This role is based in the San Francisco Bay Area and the expected base salary range for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. This role is also eligible for a target bonus.

Compensation Package

$185,000 - $265,000 Base Salary + Bonus Compensation 

Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.