Senior Solution Architect — Enterprise SaaS & Executive Advisory

Freshworks; Boston (MA); On-site; USD 116,000 - 166,000; Full time

Benefits offered by this job

Dental/Medical/Vision

Equity + ESPP

Flexible PTO

Commuter benefits

Adoption and parental leave

Job summary

Freshworks is seeking a Senior Solution Architect for its Americas Professional Services. You will act as a trusted advisor to customer executives, lead discovery and architecture engagements, and guide organizational change to drive adoption and business outcomes.

You will mentor teams, elevate consulting practices, and collaborate with Sales, Customer Success, Support, Product, and Engineering to ensure successful delivery across complex portfolios.

Qualifications

• Significant experience in professional services, technology consulting, or enterprise SaaS delivery.
• Strong knowledge of IT Service Management (ITSM) and/or Enterprise Service Management (ESM) including ITOM/ITAM/ITIL practices.
• Experience leading complex enterprise customer engagements from discovery through adoption.
• Leadership experience in mentoring consultants/architects and managing portfolios or consulting practices.
• Ability to advise C-suite executives and senior technical stakeholders on transformations.
• Experience guiding organizational change, adoption, and stakeholder alignment.
• Strong solution architecture across SaaS, cloud, enterprise integrations, APIs, workflows, and automation.
• ITIL certification or demonstrated ITIL expertise preferred.
• Willingness to travel ~25% for customer and internal meetings.

Responsibilities

• Serve as a trusted advisor to CIOs, CTOs, business executives, and senior stakeholders, linking tech decisions to business outcomes.
• Lead discovery and solution architecture engagements translating objectives into scalable designs.
• Guide customers through organizational change, technology adoption, and governance.
• Provide technical and consulting leadership throughout implementation and risk management.
• Partner with Sales and Solution Engineering to ensure feasible, scoped opportunities.
• Create architecture diagrams, process flows, and integration designs for implementation teams.
• Identify opportunities to optimize and expand deployed solutions as needs evolve.
• Advise on AI, automation, data governance, security, and adoption considerations.
• Mentor architects and consultants; strengthen Professional Services best practices across Americas.
• Serve as a senior escalation point for complex engagements across teams.

Skills

Solution architecture

Executive consulting

SaaS delivery

Mentoring/leadership

C-suite advisory

Change management

Education

ITIL certification

Tools

ITSM tooling

ESM frameworks

APIs/integration

Job description

Freshworks is seeking a Senior Solution Architect for its Americas Professional Services. You will act as a trusted advisor to customer executives, lead discovery and architecture engagements, and guide organizational change to drive adoption and business outcomes.

You will mentor teams, elevate consulting practices, and collaborate with Sales, Customer Success, Support, Product, and Engineering to ensure successful delivery across complex portfolios.