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 affordable, quick to implement, and designed software for the end-user. More than 60,000 companies - from startups to public companies - worldwide use Freshworks software-as-a-service (SaaS) to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM).

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

Job Description

At Freshworks, we are dedicated to creating a global workplace where everyone can uncover their true potential, purpose, and passion, regardless of their background, gender, race, sexual orientation, religion, or ethnicity. We firmly stand behind the principle of equal opportunity for all, firmly believing that a diverse workforce fosters a dynamic and enriched environment that advances the objectives of our employees, communities, and business.

Freshworks is at the forefront of enabling businesses to provide exceptional experiences for their customers and employees. We achieve this by taking a fresh, innovative approach to developing and delivering cost-effective, rapidly deployable software tailored to end-users. Over 50,000 companies, spanning from startups to established enterprises, worldwide leverage Freshworks' software-as-a-service offerings to enhance customer experiences (CX and CRM) and employee experiences (ITSM and HRSM).

Based in San Mateo, California, Freshworks operates with a dedicated team across 13 global locations, serving renowned customers such as Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade, and Vice Media.

Freshworks revolutionizes how world-class organizations collaborate with customers and colleagues through a comprehensive suite, including Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), and Freshteam (HR management system).

In this role, you will engage daily with a diverse array of external customers and internal teams, bridging the gap between solution development and sales. You will also play a pivotal role in implementing Freshworks products and creating resources and materials to facilitate the expansion of our processes across various industries and regions.

As a Solution Architect (SA), you will hold a senior position within the Professional Services team, overseeing the technical and architectural aspects of our deals. Your collaboration with the Professional Services team and Presales engineers will involve guiding the discovery process, assessing technical compatibility, mapping out integrations, and monitoring feature requests for strategic opportunities across different regions. In this role, we expect you to be a recognized domain expert in customer support and a dedicated advocate for our in-house product.

Your role and responsibilities:

• Solution Design: Collaborate with stakeholders to gather requirements and develop custom Freshworks product solutions in line with business goals and industry standards. Create architecture diagrams for proposed designs and deliver presentations.
• Technical Implementation: Configure, customize, and deploy Freshworks products, encompassing workflows, automation, integrations, and reporting, to elevate customer support operations.
• Process Optimization: Identify areas for enhancement, proposing efficient solutions to improve customer satisfaction and operational efficiency.
• Documentation: Develop and maintain comprehensive technical and architectural documentation, covering system configurations, integrations, and customizations.
• Training and Support: Provide training to support agents, administrators, and relevant teams, ensuring the proficient use of Freshworks products and ongoing support.
• Issue Resolution: Troubleshoot and resolve technical challenges and implementation issues related to Freshworks products.
• Integrations Design: Create and integrate Freshworks products with other systems and third-party applications to streamline support processes and facilitate data flow.
• Product Champion: Act as a product leader in the region, instilling confidence in prospects during the sales cycle, devising innovative solutions during implementation, assessing existing enterprise customer health for improvement suggestions, and providing valuable customer feedback to the product team.
• Stay Informed: Stay updated on industry trends, Freshworks product updates, and best practices to continually enhance the capabilities of the customer support ecosystem.

Qualifications

Our perfect match:

• Bringing 10+ years of relevant experience to the table
• Exceptional ability to make decisions that benefit both the company and customers
• Quick grasp of product and process knowledge
• A domain expert and product/channel adoption evangelist
• Proficient in handling ambiguity and objections
• Strong technical background with hands-on scripting and presales experience
• Skilled at saying "No" when necessary without jeopardizing relationships
• Full professional proficiency in an additional European language such as German, Dutch, French, Spanish would be an added advantage

Skills required:

• A problem-solving innovator with a knack for thinking outside the box
• Proficient at transforming concepts into easily digestible flowcharts
• Extensive expertise in Enterprise landscapes across various domains, including ERP systems, Accounting Systems, HRMS, IDAM, and more
• Demonstrated experience in designing customer experience and customer support process flows
• Strong understanding of the Cloud Stack and SaaS products
• Proficiency in developing custom apps and REST API-based integrations
• Preferred, though not mandatory, background in Javascript and NodeJS
• Previous roles in Solution Architect or Domain Architect within ITIL oriented / ITSM systems are advantageous
• Project management experience is a valuable asset
• Essential prior experience as a Solution Architect in both Product and Services companies

Additional Information

These are some benefits you can expect from us in return:

• Company funded Life & Long-Term Disability insurance
• Learning & Reading budget of up to £1,000 per year
• Fitness budget of up to £30 per month
• Free yoga classes twice a week
• Cycle to work Scheme
• Fully stocked pantry with healthy fruits, snacks, gourmet coffee, and breakfast options
• Company Funded Employee Assistance Program (EAP) for both you and your family
• 25 days annual Paid-Time-Off (PTO) 
• Discounted Tax Support Services

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.

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