Director - Solution Engineering

Freshworks • San Mateo, CA

1h • $215,760 - $283,185 • Hybrid

About The Position

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. As a leader in our Solution Engineering org, you will be responsible for overseeing one of our high performing, field based teams. Your day to day responsibilities will include hiring to plan, building a thoughtful GTM strategy for our team, helping design new business/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. You will be a player coach and play a key role in developing the team and helping Solution Engineers on your team solve complex business problems for our prospective and existing customers. You will partner with Sales Leaders and provide strategic insights into pipeline health, team performance and win rates. Partnering with our product managers is another key area of focus and you will be responsible for evangelizing product requirements on behalf of our customers.

Requirements

• Experience in ITSM, ITOM, ITAM or adjacent domains in a pre-sales leadership role
• Ability to lead and inspire a team every day
• Understanding of what it takes to run a dynamic team and build scalable and repeatable frameworks & programs
• Being a technologist at heart and loving playing a role in shaping product roadmap
• Being a keen strategist who can build competitive playbooks
• Being a practitioner of what you preach and believing in the art of selling value, telling stories in demonstrations and painting a vision for the future
• Thriving in a high-intensity environment where there's always something new to tackle
• Being an experienced manager who values excellence over outcomes and knows how to nurture and build
• Minimum 5 years of experience leading Solution Engineering teams, specifically within ITSM or related technologies
• Proven track record of engaging and selling to CIOs and senior IT leaders, demonstrating the ability to drive strategic conversations and influence decision-making at the executive level
• 7-10 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
• Ability to work regularly with C level executives inside and outside the organization and be a credible source of insights

Nice To Haves

• A Bachelors or a Masters degree

Responsibilities

• Overseeing one of our high performing, field based teams
• Hiring to plan
• Building a thoughtful GTM strategy for our team
• Helping design new business/cross-sell/up-sell playbooks
• Allocating resources to territories
• Evaluating performance on an ongoing basis
• Providing meaningful feedback to the team
• Growing the business
• Developing the team
• Helping Solution Engineers on your team solve complex business problems for our prospective and existing customers
• Partner with Sales Leaders and provide strategic insights into pipeline health, team performance and win rates
• Partnering with our product managers and evangelizing product requirements on behalf of our customers
• Rolling up your sleeves and working side by side with Solution Engineers on your team
• Running a dynamic team and building scalable and repeatable frameworks & programs
• Playing a role in shaping product roadmap
• Building competitive playbooks and working closely with product marketing to evangelize these playbooks within our global SE org
• Nurturing and building the team

Benefits

• Multiple options for dental, medical, vision, disability and life insurances
• Equity + ESPP
• Flexible PTO
• Flexible spending
• Commuter benefits
• Wellness benefits
• Adoption and parental leave benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees