Day-to-day responsibilities:

• Understand customer requirements and business objectives, provide long term vision and strategic advice, technical, business consulting and product/domain expertise to customers 

• Envision, develop and implement solutions with Freshworks products and suites within the customers ecosystem

• Instill confidence to customers by designing and proposing solutions keeping in mind the possibilities and limitations of the products

• Facilitate, anchor and drive technical discussions, white boarding, requirements gathering and elicitation. 

• Determine the scope of the implementation technology solution and the resources required to successfully complete

• Conduct implementation pilots and help customer envision final solution

• Train new customers on the systems to get them started on implementations

• Identify patterns across industries, verticals and domains and create appropriate shareable assets 

• Identify areas of improvement within the Professional Services organization and make recommendations to Management

• Develop risk mitigation plans

• Ensure sales, account management, and support have appropriate tools, knowledge and information to sell and support the Professional Services offerings

• Collaborate with product development, engineering, and other services teams throughout the lifecycle for achieving set objectives

• Produce and manage customer-facing documentation. Produce technical proposals, and reports as necessary

• Coach, mentor, motivate and manage team members to influence them to take positive action and accountability for their assigned work

• Build, develop, and grow business relationships vital to growth

• Hands-on experience with configuring SAAS products such as Freshdesk, Freshservice, Workday, Salesforce and Zendesk 

• 3+ years experience in a Solution Architect role

• 5+ years experience in SaaS/Information Technology industry

• Solid experience in CRM or CX domains

• Fluent in written and oral communication skills in English. 

• Basic front-end programming skills such as HTML5, Javascript, Jquery, etc. 

• Basic understanding of current technology trends and programming concepts

• Understanding integrations (using REST APIs) with cloud systems

• Attitude and ability to learn and adapt to a fast evolving platform, and understand various SAAS products and ecosystem

• Analytical, problem-solving, and troubleshooting skills

• Demonstrate good teamwork

• Passion to solve customer requirements using our products

• Soft skills to interact with customers over the phone or video call

All your information will be kept confidential according to EEO guidelines.

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.