Solutions Engineering Manager (CX)
Solutions Engineering Manager (CX)
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Job Description
Lets face it. Most people hate the software they use at work. Business software is clunky expensive hard to set up and frustrating to use. If the software that you use in your personal life is so easy and intuitive to use why cant business software be that way too At Freshworks we agree with you! We pride ourselves on building powerful sophisticated software thats fun and easy to use. And makes it easy for businesses to delight their customers and employees.
We are constantly on the lookout for smart people who are passionate about growth and community. We are growing our leadership team and looking for a Manager for our Solution Engineering Organization in North America. If you are a leader who can put the team before yourself we want to talk to you. If you are a great coach who can invest in your teams success and inspire them to achieve greatness we want to talk to you. If you want the opportunity to join a rapidly growing organization early and let your experience and drive help shape that growth then we definitely want to talk to you.
What will your impact be
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.
About you:
You have experience in Customer Experience (CX) CRM Contact Center or adjacent domains in a pre-sales leadership role
- You bring a deep understanding of how modern customer experience technologies can drive loyalty retention and satisfaction. Whether its omnichannel engagement customer journey orchestration or AI-powered automation youre fluent in the challenges and solutions shaping CX today.
You lead from the front not from a spreadsheet
- You dont just track dashboards - you jump into the trenches. You coach team members through discovery align demos to business outcomes and elevate every interaction with your presence and experience. Your team knows you as their fiercest advocate and most trusted mentor.
You know how to scale both people and programs
- As an experienced leader youve built high-performing customer-facing engineering teams and implemented repeatable scalable enablement and process frameworks that help Solution Engineers succeed in complex sales cycles
You are a CX technologist and a customer advocate
- You love helping shape product direction based on real customer needs. You partner with Product and Engineering to influence roadmap priorities and serve as a voice of the customer within Freshworks
You are a playbook builder and story crafter
- You bring strategy to the sales floor - developing competitive plays building compelling demo narratives and partnering with Product Marketing to align messaging and enablement across the global SE organization
You sell vision not just features
- You believe in the power of storytelling to make technology relatable. You coach your team to connect product capabilities to business value and to help customers imagine a better experience for their employees their agents and their end users
You thrive in fast-paced high-growth environments:
- You stay focused when priorities shift and you see ambiguity as an opportunity to create clarity for your team and customers
You are a people-first leader
- You invest in relationships build trust through transparency and measure your success by the growth and development of your team. You prize long-term excellence over short-term wins.
Qualifications :
- Minimum 3 years of experience leading Solution Engineering teams with a strong focus on Customer Experience CRM or Contact Center platforms
- Proven ability to influence senior CX COO and CIO stakeholders and to lead strategic conversations tied to customer outcomes
- 7-10 years of relevant pre-sales or industry experience in the CX or SaaS domain
- Strong executive presence communication skills and ability to inspire and influence cross-functional teams
- Experience collaborating with Product Marketing and Sales to drive alignment and deliver on strategic goals
- A track record of building mentoring and scaling high-performing teams
- Fluent in English and Spanish with exceptional verbal and written communication skills is a plus
Additional Information :
This role is based in the San Francisco Bay Area and the annual base salary range for this position is $163200 to $234600 USD variable target
Compensation is based on a variety of factors including but not limited to location experience job-related skills and level.
Freshworks offers multiple options for dental medical vision disability and life insurances. Equity ESPP flexible PTO flexible spending commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.
At Freshworks we are creating a global workplace that enables everyone to find their true potential purpose and passion irrespective of their background gender race sexual orientation religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant richer work environment that advances the goals of our employees communities and the business.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
