Sr. Solution Architect (SA)

To create a better experience for their customers and employees. Software is a choice that can make or break a business. With a fresh vision for how the world works.At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. And, over 4,500 Freshworks employees make this possible, all around the world.Fresh vision. In this role, the Senior SA will lead the Americas Technical team in consulting behavior, best practices development and deployment, technical and product risk management, and overall portfolio risk management.Your role and responsibilities:Act as the senior technical leader in the Americas FPS teamCollaborate with Sales, Solution Engineering, Product/Engineering, Support and other Customer Success functions to improve internal process efficiencies toward improved customer adoptionDuring the Sales cycle, FPS SA will work closely with the Freshworks Presales team to understand a prospects pain points and solutions discussed to address them, and then directly interacts with the prospects leadership and functional owners to devise the best implementation approach for the identified solutions in line with industry and FPS best practices.During the Delivery phase, FPS SA will be the key resource who translates the high-level solution provided during the sales cycle into detailed design information to meet the customer’s objectives and also for the FPS technical resources to implement the final solution.In the Expansion phase, FPS SA will work with the customer to adjust or expand their deployed capabilities by adjusting their implemented solutions to the customer’s updated needs and organizational changes.Some of the specific SA deliverables and activities are:Primary Escalation Contact for the Americas Region: Remain aware of the technical status of Americas’ region’s major initiatives and engagements coordinating and communicating with various stakeholder groups such as Sales, Solution Engineering, Customer Success, Support and Product/Engineering on behalf of FPS and the customer.Product Champion: Act as a product leader in the region, instilling confidence in prospects during the sales cycle, devising innovative solutions during implementation, assessing existing enterprise customer health for improvement suggestions, and providing valuable customer feedback to the product team.Solution Design: Collaborate with stakeholders to gather requirements and develop custom Freshworks product solutions in line with business goals and industry standards.

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