Principal Solution Engineer (CX)

Freshworks; San Mateo (CA); On-site; USD 143,000 - 195,000; Full time

Job summary

An exciting opportunity awaits with a forward-thinking company dedicated to enhancing customer experiences through innovative software solutions. As a Solution Engineer, you will play a pivotal role in collaborating with enterprise clients to tackle their most pressing challenges, supporting the sales team, and delivering impactful product demonstrations. This position offers a dynamic work environment where your analytical skills and problem-solving abilities will shine. Join a passionate team that values collaboration and creativity, and make a significant impact in the customer experience space. If you thrive in fast-paced settings and are eager to contribute to a vibrant workplace, this role is perfect for you!

Benefits

Dental Insurance

Medical Insurance

Vision Insurance

Disability Insurance

Life Insurance

Flexible PTO

Commuter Benefits

Wellness Benefits

Adoption Leave

Parental Leave

Qualifications

• 6-8 years of Solution Engineering experience required.
• Strong communication and presentation skills are essential.
• Experience in selling CX and CRM solutions is preferred.

Responsibilities

• Collaborate with customers to identify business challenges.
• Support sales with product demonstrations and discovery calls.
• Create engaging demos and Proof of Concepts for products.

Skills

Analytical Skills

Problem-Solving

Communication Skills

Time Management

Presentation Skills

Education

Bachelor’s degree

Tools

Customer Experience Software

CRM Solutions

Telephony

Chat Solutions

Workforce Management (WFM)

Job description

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

At Freshworks, we pride ourselves on providing industry-leading, AI-first Customer Experience software. Our customers deliver greater levels of customer engagements through an intuitive and powerful omni-channel customer support platform. If you're looking to move fast and make a significant impact in an exciting space, you're in the right place!

We’re always on the lookout for smart, passionate individuals who are driven to create exceptional products, design seamless experiences, build scalable platforms, and delight customers. We’re seeking Solution Engineers to join our CX business unit in North America, focusing on our Enterprise and Strategic segments. If you have strong analytical skills, a methodical approach to problem-solving, and the ability to communicate effectively with diverse audiences, we want to hear from you! We’re looking for someone who takes ownership, thrives in a fast-paced, high-growth environment, and values collaboration between sales and solution engineering. If this sounds like you, let’s chat!

Responsibilities:

• Collaborating with Enterprise and Strategic customers to identify and address their most pressing business challenges related to our Customer Support product offerings.
• Supporting the sales team by conducting discovery calls and delivering product demonstrations for active deals.
• Gathering requirements effectively to clearly define customer problems.
• Creating and delivering engaging demonstrations and Proof of Concepts for Freshworks products.
• Guiding sellers and the RFP team in executing and responding to RFPs.
• Articulating the value of Freshworks solutions to a variety of audiences.
• Embracing lifelong learning and continuously developing your skills.
• Evangelizing the refreshing user experience offered by the Freshworks platform.

Qualifications:

• 6-8 years of Solution Engineering experience.
• Excellent soft skills and presentation abilities; you will rely on these daily!
• Proven capability to work on cross-functional teams to address business and technical challenges.
• Strong verbal, written, presentation, and interpersonal communication skills.
• Demonstrated time management skills in a dynamic sales environment; you will manage multiple deals monthly.
• Highly driven individuals with a focus on execution and a strong sense of urgency are encouraged to apply.
• Demonstrated ability to successfully execute onsite workshops with diverse customer groups.
• A Bachelor’s degree is preferred but not required.
• Experience in selling CX and CRM solutions, including Telephony, Chat, Workforce Management (WFM), Sales Automation, Case Management, and other products within the customer experience industry.
• Experience in selling AI solutions is a plus.
• Proficiency in Spanish is a plus.
• Availability to work in-office at least three days a week at one of our locations:
• San Mateo, CA
• Boston, MA
• Denver, CO
• Bellevue, WA
• Remote or work-from-home positions are not being considered

Additional Information

This role is based in the greater San Francisco Bay area, and the expected base salary range for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future.

Compensation Package

$143,565 to $194,235 USD Base Salary + Variable Compensation

Freshworks offers multiple options for dental, medical, vision, disability and life insurances. ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

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.