Lead Solution Engineer (CX)

As a Lead Solution Engineer (CX) at Freshworks, your primary responsibilities include collaborating with Enterprise and Strategic customers to identify and address their business challenges through our Customer Support solutions. You'll support the sales team by conducting discovery calls and product demos, as well as gathering requirements to accurately define customer problems. Creating engaging product representations like demonstrations and Proof of Concepts will also be part of your role, along with guiding the sales staff on RFP executions.

To be a successful Lead Solution Engineer (CX) at Freshworks, you should have 6-8 years of Solution Engineering experience. Strong soft skills and presentation abilities are crucial, as is a proven capability to work on cross-functional teams. A focus on execution and excellent time management skills in a dynamic sales environment will be critical to your success. While a Bachelor's degree is preferred, extensive experience in selling CX and CRM solutions is equally valuable.

The essential skills for a Lead Solution Engineer (CX) at Freshworks include excellent verbal, written, and interpersonal communication skills, strong analytical abilities, and effective problem-solving techniques. You will also need demonstrated experience in managing multiple deals, as well as proficiency with various Customer Experience products. Experience in AI solutions and proficiency in Spanish will be added advantages.

Freshworks strongly values the growth and continuous learning of its Lead Solution Engineers (CX). The company fosters a culture of lifelong learning, encouraging team members to develop their skills through training and professional development opportunities. You will be part of a creative and supportive environment, where you can share insights, collaborate with cross-functional teams, and increase your expertise in the evolving field of customer experience software.

In the role of Lead Solution Engineer (CX) at Freshworks, you can expect a base salary ranging between $131,800 and $189,520, depending on various factors such as experience and market demand. Additionally, you'll have access to competitive compensation packages that include variable compensation, health insurance options, flexible PTO, commuter benefits, and wellness initiatives, ensuring you are well taken care of both personally and professionally.

In handling customer objections, it is crucial to listen actively to their concerns and show empathy. Initially acknowledge their perspective and then respond with tailored solutions that address their specific objections. Use case studies or past experiences to illustrate the effectiveness of Freshworks products, demonstrating their value and how they solve similar issues.

My approach to gathering customer requirements involves a structured process. I start by conducting discovery calls where I ask open-ended questions to understand their business challenges. Active listening is essential, as it allows me to capture their needs accurately. I then synthesize this information to clearly define the problems and suggest solutions that align with Freshworks' offerings.

Creating engaging Proof of Concepts requires a deep understanding of customer needs and pain points. I work closely with the sales team to identify key features that resonate with the customer. My strategy includes showcasing relevant use cases and allows customers to visualize how Freshworks solutions can fit into their operations. Interaction is key, so I ensure the demo is hands-on and involves customer input.

I prioritize deals by assessing their potential impact on our goals and timelines. Using tools like a CRM allows me to keep track of leads and follow up timely. I also communicate regularly with the sales team to align on strategies and ensure we are collectively addressing the most significant opportunities and challenges for our customers.

Recent trends such as the rise of AI-driven solutions and the increasing importance of omni-channel support have significantly influenced customer experience. Customers now expect seamless interactions across various platforms. I find these trends impactful as they align with Freshworks' mission to provide innovative solutions that enhance customer engagement and satisfaction.

To stay updated, I follow industry blogs, participate in webinars, and engage in forums that focus on customer experience and software solutions. Networking with other professionals and attending industry conferences also provides insights into emerging trends and best practices that I can apply to my role as a Lead Solution Engineer.

Collaboration is vital in my role as a Lead Solution Engineer. Working closely with sales, the RFP team, and technical staff allows us to address customer needs comprehensively. By sharing insights and feedback from customer interactions, we can refine our strategies and develop solutions that better serve our clients.

One successful engagement involved a mid-sized business struggling with fragmented customer support. After conducting a detailed discovery session, I tailored a demonstration of Freshworks solutions that illustrated a unified support experience. The customer was impressed with how seamlessly our products integrated, leading to a successful contract and long-term partnership.

Understanding business challenges is significant because it allows me to tailor our solutions to address specific customer pain points effectively. By doing so, I can articulate the value of Freshworks offerings, demonstrating not just features but how they solve real problems that enhance operational efficiency and customer satisfaction.

Handling tight deadlines requires effective time management and prioritization. I break down tasks into manageable parts and set realistic timelines for each. Additionally, I maintain open communication with my team to ensure we’re all aligned and can support one another as necessary, reducing stress and ensuring the timely delivery of solutions.