Principal Solution Engineer (CX)

Freshworks Inc.; San Mateo (CA); On-site; USD 147,000 - 212,000; Full time

Job summary

Join a forward-thinking company that is redefining customer experience 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. This position offers the chance to work in a dynamic environment where your analytical skills and problem-solving abilities will shine. You will engage with diverse audiences, deliver compelling product demonstrations, and contribute to the success of the sales team. If you thrive in a fast-paced setting and are passionate about enhancing customer engagement, this opportunity is perfect for you.

Benefits

Dental Insurance

Medical Insurance

Vision Insurance

Flexible PTO

Commuter Benefits

Wellness Benefits

Adoption Leave

Parental Leave

Qualifications

• 8-12 years of experience in Solution Engineering.
• Proven capability to work on cross-functional teams.
• Strong verbal and written communication skills.

Responsibilities

• Collaborate with customers to address business challenges.
• Support sales with product demonstrations.
• Gather requirements to define customer problems.

Skills

Solution Engineering

Analytical Skills

Problem-Solving

Communication Skills

Time Management

Cross-Functional Teamwork

Education

Bachelor’s Degree

Tools

Customer Experience Software

CRM Solutions

AI Solutions

Job description

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

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

• 8-12 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.

Additional Information

Compensation Package

$147,000 - $211,140 Base Salary. This role is also eligible for 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.