Lead - Solution Engineering (CX)

Company Description

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

Job Description

At Freshworks, we pride ourselves on providing industry-leading, AI-first Customer Experience software. Our customers deliver greater levels of customer engagements through an intuitive and powerful omni-channel customer support platform. If you're looking to move fast and make a significant impact in an exciting space, you're in the right place!

We’re always on the lookout for smart, passionate individuals who are driven to create exceptional products, design seamless experiences, build scalable platforms, and delight customers. We’re seeking Solution Engineers to join our CX business unit in North America, focusing on our Enterprise and Strategic segments. If you have strong analytical skills, a methodical approach to problem-solving, and the ability to communicate effectively with diverse audiences, we want to hear from you! We’re looking for someone who takes ownership, thrives in a fast-paced, high-growth environment, and values collaboration between sales and solution engineering. If this sounds like you, let’s chat!

Responsibilities: 

• Collaborating with Enterprise and Strategic customers to identify and address their most pressing business challenges related to our Customer Support product offerings.
• Supporting the sales team by conducting discovery calls and delivering product demonstrations for active deals.
• Gathering requirements effectively to clearly define customer problems.
• Creating and delivering engaging demonstrations and Proof of Concepts for Freshworks products.
• Guiding sellers and the RFP team in executing and responding to RFPs.
• Articulating the value of Freshworks solutions to a variety of audiences.
• Embracing lifelong learning and continuously developing your skills.
• Evangelizing the refreshing user experience offered by the Freshworks platform.

Qualifications

• 6-8 years of Solution Engineering experience.
• Excellent soft skills and presentation abilities; you will rely on these daily!
• Proven capability to work on cross-functional teams to address business and technical challenges.
• Strong verbal, written, presentation, and interpersonal communication skills.
• Demonstrated time management skills in a dynamic sales environment; you will manage multiple deals monthly.
• Highly driven individuals with a focus on execution and a strong sense of urgency are encouraged to apply.
• Demonstrated ability to successfully execute onsite workshops with diverse customer groups.
• A Bachelor’s degree is preferred but not required.
• Experience in selling CX and CRM solutions, including Telephony, Chat, Workforce Management (WFM), Sales Automation, Case Management, and other products within the customer experience industry.
• Experience in selling AI solutions is a plus. 
• Proficiency in Spanish is a plus.
• Availability to work in-office at least three days a week at one of our locations:
  • San Mateo, CA
  • Boston, MA
  • Denver, CO
  • Bellevue, WA
  • Remote or work-from-home positions are not being considered

Additional Information

This role is based in the greater Boston 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.

Compensation Package

$131,800 to $189,520 USD Base Salary + Variable Compensation 

Freshworks offers multiple options for dental, medical, vision, disability and life insurances. 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.