Senior Solution Architect, Professional Services

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

Job Description

The Senior Solution Architect is a senior customer-facing role within Freshworks Professional Services (FPS), combining solution architecture, executive consulting, and Professional Services leadership across the Americas.

You’ll serve as a trusted advisor to customer executives and technical leaders throughout the customer lifecycle—from solution design and implementation through adoption, optimization, and expansion. You’ll help customers not only design the right technical solutions, but also navigate the process and organizational changes required to successfully adopt technology and achieve measurable business outcomes.

Internally, you’ll be a senior voice within the Americas Professional Services organization, helping elevate consulting practices, mentor technical talent, manage complex customer portfolio risks, and strengthen collaboration across Sales, Solution Engineering, Customer Success, Support, and Product/Engineering.

What You'll do

• Serve as a trusted advisor to CIOs, CTOs, business executives, and senior technical stakeholders, connecting technology decisions to business outcomes.
• Lead discovery and solution architecture engagements, translating customer objectives into scalable technical designs and implementation strategies.
• Guide customers through organizational change, including technology adoption, process transformation, stakeholder alignment, governance, and evolving ways of working.
• Provide technical and consulting leadership throughout implementation, helping teams navigate complex architecture decisions, delivery risks, and customer escalations.
• Partner with Sales and Solution Engineering to ensure opportunities are accurately scoped, technically feasible, and positioned for successful delivery.
• Create architecture diagrams, process flows, integration designs, and other technical documentation to guide implementation teams.
• Identify opportunities to optimize and expand deployed solutions as customer needs and organizations evolve.
• Advise customers on AI, automation, and agentic capabilities, including the data, governance, security, adoption, and operational considerations required for successful deployment.
• Mentor architects and consultants and help establish Professional Services best practices across the Americas.
• Serve as a senior escalation point for complex customer engagements, partnering across Professional Services, Sales, Customer Success, Support, and Product/Engineering.

Qualifications

What you’ll bring

• Significant experience in Professional Services, technology consulting, solution architecture, or enterprise SaaS delivery
• Strong knowledge of IT Service Management (ITSM) and/or Enterprise Service Management (ESM), with experience in areas such as ITOM, ITAM, or ITIL practices.
• Experience leading complex enterprise customer engagements from discovery and architecture through implementation and adoption.
• Professional Services leadership experience, including leading or mentoring consultants and architects, managing complex customer portfolios, or developing consulting practices.
• Demonstrated ability to advise C-suite executives and senior technical stakeholders on complex technology and transformation initiatives.
• Experience helping customers navigate organizational change, process transformation, technology adoption, and stakeholder alignment.
• Strong solution architecture skills across SaaS, cloud, enterprise integrations, APIs, workflows, and automation.
• Ability to communicate complex technical decisions and trade-offs clearly to both executive and technical audiences.
• ITIL certification or demonstrated ITIL/service-management expertise preferred.
• Ability to travel 25% of the time for customer and internal meetings

Additional Information

The annual salary range for this position is $115,700–$166,400 USD + Commissions

Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.

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

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business.

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business.