Solution Architect - Customer Onboarding

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Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end-user. More than 50,000 companies — from startups to public companies — around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including American Express, Sony, Vice Media, TaylorMade, Sotheby?™s, Stitchfix, OfficeMax, Multichoice, Delivery Hero, ITV, and Klarna.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

You will, on a day to day basis, work with various external customers & internal teams trying to bridge the gaps between solutioning & selling. You will also come up with different collateral which will help scale up the complete process across industry and geography.

A Solution Architect (SA) is a senior member of the Onboarding team who owns the technical and architecture front of the deal. A Solution Architect (SA) works closely with the Customer Onboarding team, Presales engineers to help in the discovery process and ascertains the Technical product fit, map integrations and track feature requests for strategic opportunities across regions. In this role, you are expected to be a domain expert in customer support and an in-house product champion.

Your role and responsibilities:

Understand customer requirements and business challenges to architect a workable solution with a convincing value proposition by collaborating with multiple cross-functional teams.
Engage with strategic accounts during Sales cycle to position Freshworks Value and owns the Solution Design process. Be the go-to-guy for large and complex sales deals
Design Solution and present Enterprise Architecture fit to CIO?™s and CISO?™s. Create Architecture diagrams for the proposed solution.
Should be able to build prototype apps to achieve complex business objectives for demos.
Solution customer?™s technical and integration requirements throughout the sales process
Develop solutions design and technical integration documentation in Solution Document
Creates technical Bill of material.
Be the SPOC for Product feature asks and maintain deal wise asks with the PM Teams.
Help in kickstarting project for Implementation by stating clear discussions during sales cycle, eliminate any discrepancies that arise during handover process.

Our perfect match:

You bring 7-12 years of relevant experience.

You have the ability to take the right call, both for the company and the customer.

You have the ability to say ?œNo??to stakeholders without compromising the relationship.

You have a good understanding of the people; you can pick up product and process knowledge quickly.

You can be a Domain Expert, who also acts as an Evangelist for Product/Channel Adoption and be a process consultant for the Freshworks customers.

You can deal with ambiguity; objection handling.

You are highly technical with hands on experience on scripting and presales

Skills required:

You should be a problem solver and should be able to thing out of the box.
Deep knowledge of Enterprise landscape ERP systems, Accounting Systems, HRMS, IDM etc.
Project management experience is an advantage Good understanding of Cloud Stack
Must have knowledge in building Custom Apps.
Preferred, however not mandatory – Prior experience as a Full Stack Developer, with working knowledge of Javascript, NodeJS, SQL.
Prior work experience with a CRM Software in roles like Solution Architect, Engineer, Presales or developer is preferred.
Prior experience as a Solution Architect in a Product or a Services company is a must.

What else are we looking for:

Good in problem analysis, design, requirement analysis, solution design

Solid verbal, written, presentation and interpersonal communication skills.

Great at documentation.

Fast learner and can pick up new technologies

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