Sr. Solution Architect (SA)

Sr. Solution Architect (SA) role is a critical internally and externally-facing role within Freshworks Professional Services (FPS) which acts the senior technical SME heavily involved in Sales, Delivery and Expansion phases of the customer lifecycle. FPS Senior SA is a trusted advisor internally and externally working with the highest level functional and technical resources within Freshworks and the customer organizations to translate business outcome requirements into scalable solutions. In this role, the Senior SA will lead the Americas Technical team in consulting behavior, best practices development and deployment, technical and product risk management, and overall portfolio risk management.

Responsibilities

Act as the senior technical leader in the Americas FPS team; Collaborate with Sales, Solution Engineering, Product/Engineering, Support and other Customer Success functions to improve internal process efficiencies toward improved customer adoption; During the Sales cycle, work closely with the Freshworks Presales team to understand prospects' pain points and solutions discussed to address them, and directly interact with prospects leadership and functional owners to devise the best implementation approach; During the Delivery phase, translate the high-level solution provided during the sales cycle into detailed design information to meet customer’s objectives and for FPS technical resources to implement the final solution; In the Expansion phase, work with the customer to adjust or expand deployed capabilities by adjusting implemented solutions to customer’s updated needs and organizational changes; Primary Escalation Contact for the Americas Region; Product Champion; Solution Design; Technical Implementation; AI and Automation Solutioning; Process Optimization; Training and Support; Issue Resolution; Integrations Design; Documentation; Stay Informed

Requirements

10+ years of professional experience in ITSM, ESM, ITOM, ITAM; 5+ years experience working with internal and external leaders to assess and manage technical risks at the highest levels; Ability to read complex situations with several competing constraints and identify solutions that benefit both the customers and Freshworks; Excellent listening and presentation skills; Proficient in handling ambiguity and objections; Skilled in negotiation and objection handling; Previous experience in mentoring and developing technical talent; Experience navigating difficult technical decisions and communicating tradeoffs to executives, architects, administrators, and delivery teams; 7+ years of Professional Services experience in software industry in SaaS platforms; A problem-solving innovator with a knack for thinking outside the box; Proficient at creating architecture diagrams, process maps, data-flow diagrams, and clear design documentation; Extensive expertise in Enterprise landscapes across various domains, including ERP systems, Accounting Systems, HRMS, IDAM, and more; Demonstrated experience in designing customer experience process flows; Strong understanding of the Cloud Stack and SaaS products; Proficiency in developing custom apps and REST API-based integrations; ITIL Certification; Knowledge of Project Management principals

Nice to have

Experience with guiding customers in organization change management (OCM) to improve technology adoption is highly desirable; Previous roles in Solution Architect or Domain Architect within ITIL oriented / ITSM systems are advantageous; Preferred, though not mandatory, background in Javascript and NodeJS

Benefits

dental insurance; medical insurance; vision insurance; disability insurance; life insurance; equity; ESPP; flexible PTO; flexible spending; commuter benefits; wellness benefits; adoption and parental leave benefits