Customer Support à Allemagne

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.

We are looking for a Principal 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.

Principal Solutions Engineers play a key role in thought leadership with prospects, asset creation based on domain expertise and knowledge of market trends, be the voice of the GTM teams into the product organization, represent Freshworks at industry conferences and events and in addition are “hands-on” to lead big deal conversations and help close large deals and act as a mentor to the regional solution engineering organization.

As a Principal Solution Engineer you will also 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.

You will have the opportunity to articulate our value proposition, technology solutions and offer thought leadership to both business and technical audiences. This role is ideal for someone with mid-market and enterprise software pre-sales experience in a SaaS or technology product organization and strong experience with ITSM/ITIL and cloud based infrastructure. You have a passion and the ability to act as a trusted advisor through all stages of the sales cycle to mid-market and enterprise customers.

Role Profile

• Thought Leadership - Thinks about problems statements that other SEs are not thinking about and does deep thinking on these. This process may involve market trends research, experiential analysis, competitive learning, or consuming/analyzing analyst research.

• A strong voice for GTM teams when it comes to communicating with product teams. She/he has a keen eye for product gaps, bugs and enhancements and is able to communicate critical issues with product that get in the way of effective solutioning

• Ability to convert her/his ideas into institutional intellectual property and knowledge by creating assets based on her/his thought leadership, domain expertise and knowledge of market trends.

• Lean into and lead large deal conversations including engage with various mid-market and enterprise customer at mid to senior levels

• Mentor lead or senior solution engineers with technical strategies and approaches to solving customer problems

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

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

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

• 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

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

• Minimum 10 years of relevant experience in a similar technical solution engineering preferably in ITIL/ITSM domain or in a SaaS or software product environments

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

• Possess excellent senior customer stakeholder (incl. CxOs) 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

Sounds interesting?
Then please send us your application and share your salary expectations as well as the earliest date you can join us. Please also feel free to visit our website to find out about other job postings.

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.