Senior Manager - Solution Engineering
Freshworks
Chennai, , IndiaPosted 1 month ago
Skill Required
Engineering ManagerEngineeringbuildingdesignGoAIFulltime
Key highlights
- Level Required: Minimum 7 years of Solution Engineering management experience.
- Notable requirement: Minimum 7 years of Solution Engineering management experience in CRM/Customer Service/ITSM or related technologies, plus 10-15 years relevant industry experience.
Role overview
This is a highly strategic leadership role responsible for developing and scaling a team of Solutions Engineers who partner with customers to modernize service operations, improve employee experiences, and accelerate digital transformation initiatives. You will play a critical role in driving revenue growth, increasing win rates, expanding industry expertise, and helping customers realize the value of AI-powered service management. We're looking for a leader who thrives at the intersection of technology, business strategy, industry expertise, and people development. Someone who can coach teams to excellence, influence executive stakeholders, and build go-to-market motions that help Freshworks win in key growth markets.
Responsibilities
- Overseeing one of our high performing, Solution Engineering team.
- Hiring to plan.
- Building a thoughtful GTM strategy for our expanding team.
- Helping design cross-sell/up-sell playbooks.
- Allocating resources to territories.
- Evaluating performance on an ongoing basis.
- Providing meaningful feedback to the team and growing the business.
- Being a player coach and play a key role in developing the team.
- Helping Solution Engineers on your team solve complex business problems for prospective and existing customers.
- Partnering with Sales Leaders across SMB, Expansion and Customer Success and providing strategic insights into pipeline health, team performance and win rates.
- Partnering with our product managers and evangelizing product requirements on behalf of our customers.
Requirements
- Experience in CRM, Customer Service, ITSM or other related domains in a pre-sales leadership role.
- Minimum 7 years of Solution Engineering management experience in CRM/Customer Service/ITSM or related technologies.
- 10 -15 years relevant/industry experience.
- Exceptional soft skills and ability to influence within the organization.
- Ability to work with cross-functional teams and drive meaningful outcomes.
- Work regularly with C level executives inside and outside the organization and be a credible source of insights.
- Can lead and inspire a team every day (rolling up sleeves and working side by side with Solution Engineers on your team, leading by example).
- Understand what it takes to run a dynamic team and build scalable and repeatable frameworks & programs.
- Technologist at heart and love playing a role in shaping product roadmap.
- Biggest champion that our customers have within Freshworks.
- Keen strategist who can build competitive playbooks and work closely with product marketing to evangelize these playbooks within our global SE org.
- Practitioner of what you preach and believe in the art of selling value, telling stories in demonstrations and painting a vision for the future.
- Experience in partnerships business, have worked in alliances and channels space before and have actively contributed to growth of partner ecosystem from a technical standpoint.
- Been exposed to partner technical enablement activities before and have worked in joint solutioning and GTM strategies with partners.
- Experienced manager who values excellence over outcomes and knows how to nurture and build. Trust by default and use transparency to foster trust.
Nice to have
- A Bachelors or a Masters degree is nice to have, but not required
Additional details
- 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.
- At Freshworks, we agree with you! We pride ourselves on building powerful, sophisticated software that’s fun and easy to use. And makes it easy for businesses to delight their customers and employees.
- 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.