Lead - Solution Engineering

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

We are looking for a Lead Solutions Engineer to support the continued growth of our UKI business. You will play a critical role by being the technical expert that helps our UKI team with closing new business opportunities as well as consulting or selling to the most strategic prospects and accounts at Freshworks in the region.

 As a Lead Solution Engineer you will utilize your strong technical, business, and customer skills to provide a deep level of technical consultation to prospects and customers to support sales and channel goals. Lead Solutions Engineers are responsible for articulating our value proposition, technology solutions and offering thought leadership to both business and technical audiences. This role is ideal for someone with mid-market software pre-sales experience in a SaaS or technology product organization and experience with customer engagement/support, ITSM/ITIL and cloud based infrastructure. You have a passion for growing customer partnerships, presenting value based demos to prospects, great discovery skills, and the ability to act as a trusted advisor through all stages of the sales cycle to mid-market and enterprise customers.

Role Profile

• Engage with various mid-market and enterprise customer at all levels 

• Foster key relationships with sales Account executives and prospects and drive pre-sales engagements

• Mentor junior solution engineers with technical strategies and approaches to solving customer problems

• Drive high levels of customer satisfaction

• Ability to work as part of a team and work closely with your extended teams

• Keep informed and deliver new product updates with internal and external stakeholders.

• Nurture long-term partnership value by becoming a trusted advisor to customers,

• Drive the technical win by evangelizing, enabling and engaging with customers

• Work alongside Account executives providing domain expertise to assist in closing business

• Participate in pre-sales efforts: technical sales presentations, proof-of-concept engagements, RFP/RFI responses, solution demonstrations, and technical workshops

• Scope and ensure the success of proof-of-concepts (POCs)

• Collaborate with partners to develop joint solutions

Qualifications

• Native level written and oral communication skills in English are required. Having any other European languages additionally would be an added advantage

• Minimum 5-7 years of relevant experience in a similar technical pre-sales or channel role, preferably in SaaS or software product environments

• Ability to explain complex technical concepts in a simple manner. (“Tell me like I am five”)

• Experience in a SaaS or technology product organization and experience with ITSM/ITIL Methodologies and cloud based infrastructure

• You possess excellent customer and partner facing and internal communication skills

• Experience working on complex sales cycles in Mid-Market and Enterprise business segments

• Excellent communication and listening skills, high-level presentation and demonstration skills, enthusiastic about helping and serving clients, strongly customer and solution oriented personality

• Highly driven individual with an execution focus and a strong sense of urgency

• A colleague who enjoys working in a high-energy team environment

Additional Information

• Company-funded Accidental Death & Long-Term Disability (WGA/WIA) insurance
• Pension supplement of 4% of base salary
• Company-funded on-site restaurant with a variety of lunch options provided daily
• Access to Collective Health Insurance
• Enhanced Maternity Leave
• 25 days annual Paid-Time-Off (PTO) 
• Company Funded Employee Assistance Program (EAP) for both you and your family
• 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.