Senior Solution Architect, Professional Services
Freshworks5 days ago
Base Salary
$160k - $230k/yr
Responsibilities
- Advise executive and senior technical stakeholders on technology decisions, transformation initiatives, and business outcomes.
- Lead discovery and solution architecture engagements, translating customer objectives into technical designs and implementation strategies.
- Guide customers through organizational change, process transformation, technology adoption, governance, and stakeholder alignment.
- Provide technical and consulting leadership during implementation, including architecture decisions, delivery risks, and escalations.
- Partner with Sales and Solution Engineering to scope opportunities accurately and position them for successful delivery.
- Create architecture diagrams, process flows, integration designs, and technical documentation.
- Identify opportunities to optimize and expand deployed solutions as customer needs evolve.
- Advise customers on AI, automation, and agentic capabilities, including data, governance, security, adoption, and operational considerations.
- Mentor architects and consultants and establish Professional Services best practices across the Americas.
- Serve as a senior escalation point across Professional Services, Sales, Customer Success, Support, and Product/Engineering.
Requirements
- Significant experience in Professional Services, technology consulting, solution architecture, or enterprise SaaS delivery.
- Strong knowledge of IT Service Management and/or Enterprise Service Management, including areas such as ITOM, ITAM, or ITIL practices.
- Experience leading complex enterprise customer engagements from discovery and architecture through implementation and adoption.
- Professional Services leadership experience, including mentoring consultants and architects, managing complex customer portfolios, or developing consulting practices.
- Demonstrated ability to advise C-suite executives and senior technical stakeholders.
- Experience with organizational change, process transformation, technology adoption, and stakeholder alignment.
- Strong solution architecture skills across SaaS, cloud, enterprise integrations, APIs, workflows, and automation.
- Ability to communicate complex technical decisions and trade-offs to executive and technical audiences.
- ITIL certification or demonstrated ITIL/service-management expertise is preferred.
- Ability to travel 25% of the time for customer and internal meetings.
Benefits
- Annual salary range of $160,000–$230,000 USD plus commissions; bonus or equity may be available.
- Dental, medical, vision, disability, and life insurance options.
- Equity and ESPP, flexible PTO, flexible spending, commuter benefits, and wellness benefits.
- Adoption and parental leave benefits.
Categories
Solutions Engineering
About Freshworks
Freshworks builds cloud-based customer and employee service software for IT, support, and business teams, including Freshdesk, Freshservice, and AI assistants (Freddy). It sells via subscription to organizations from SMBs to enterprises; notable customers include Sony Music Entertainment, New Balance, and Seagate. Founded in 2010 and headquartered in San Mateo, California, Freshworks is publicly traded on Nasdaq under the ticker FRSH.