Solution Architect
2 weeks ago
About FreshworksFreshworks 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.
More than 50,000 companies from startups to public companies around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.
Freshworks transforms the way world-class organizations collaborate with customers and co-workers.The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes' Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020.
Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.
While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation.
Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management.
More information is available atAt 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 or 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, our communities and our business.
Job Description
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.
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
Our perfect match:
Bringing 10+ years of relevant experience to the tableHands-on experience in configuring ITSM SAAS products such as ServiceNow, ManageEngine, Symphony Summit, OTRS etc.
Understanding of SAAS products and methodologyExceptional ability to make decisions that benefit both the company and customersQuick grasp of product and process knowledgeA domain expert and product/channel adoption evangelistProficient in handling ambiguity and objectionsStrong technical background with hands-on scripting and presales experienceSkilled at saying "No" when necessary without jeopardizing relationshipsUnderstanding of integrations (REST APIs) with cloud systems.
QualificationsA problem-solving innovator with a knack for thinking outside the boxProficient at transforming concepts into easily digestible flowchartsExtensive expertise in Enterprise landscapes across various domains, including ERP systems, Accounting Systems, HRMS, IDAM, and moreDemonstrated experience in designing customer experience and customer support process flowsStrong understanding of the Cloud Stack and SaaS productsProficiency in developing custom apps and REST API-based integrationsPreferred, though not mandatory, background in Javascript and NodeJSPrevious roles in Solution Architect or Domain Architect with any ITSM / ITAM / ITOM Software are advantageousProject management experience is a valuable assetEssential prior experience as a Solution Architect in both Product and Services companies
Additional Information
We are also returning back to the office in phases, and will expect those hired to work out of the Chennai office upon joining.
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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