Senior Solution Engineer - ITSM

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, 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 constantly on the lookout for smart people who are passionate about building great products, designing great experiences, building scalable platforms, and making customers happy.

We are looking for a Senior Solution Engineer to join our growing GTM team in North America. If you possess deep curiosity and if asking the right questions is your superpower, we want to talk to you. If you are a master storyteller and know how to put on a great show, we want to talk to you. If you believe that it's about time that someone brought consumer grade user experiences to enterprise software, then we definitely want to talk to you. 

As a Senior Solution Engineer, your primary responsibilities include :

• Work closely with our largest Enterprise customers to identify and solve their most critical business problems.
• Support the sales team by taking a consultative role in customers’ solution evaluation process.
• Conduct effective requirements gathering to clearly identify customer problems.
• Develop a thorough understanding of the Freshworks product portfolio and apply this to solve customer problems. Build solutions using our comprehensive product portfolio and demonstrate these to business and technical audiences.
• Articulate the value of Freshworks solutions to a variety of audiences, including customer service leaders, Sales leaders, and senior IT management
• Develop and execute a technical sales strategy to secure a technical and functional win.
• Be a trusted partner to our customers and help them feel comfortable with proposed solutions.
• Evangelize a refreshing user experience on the Freshworks platform.

Please note this a hybrid role with onsite expectations of 3x/week from either our San Mateo, CA (HQ) or Denver, CO office locations.

Qualifications

• 3-5 years experience as a Sales Engineer/Solution Engineer within an enterprise software organization
• Experience working on complex sales cycles in Mid-Market and Enterprise business segments
• Experience in selling CRM, Customer Service, IT service management or other related technologies
• Experience working with large and complex datasets, ability to quickly comprehend, tie together and utilize fragmented and often low quality data/sources for compelling custom content
• Knowledge of SaaS business model, SaaS technologies, and related applications
• Capable of working on a cross-functional team to solve business & tech problems
• Solid verbal, written, presentation and interpersonal communication skills
• Proven time management skills in a dynamic sales environment
• A Bachelor’s degree is required. B.S. in Information Systems or Computer Science is nice to have.
• Highly driven individual with an execution focus and a strong sense of urgency
• Self-directed and resourceful / entrepreneurial experience and attitude

Additional Information

This role is based in the San Mateo 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
$105,000 - $150,000 USD Base Salary + Variable Compensation (where applicable)

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.