Freshworks

Freshworks

Principal AI Solutions Engineer

San Mateo, CA, United States · Principal

Sponsorship not specified$159k-$197kDetected 36 days ago
LLMsAgentic AICustomer SuccessLeadershipCommunicationPublic Speaking

About the role

  • Company Description Organizations everywhere struggle under the crushing costs and complexities of "solutions" that promise to simplify their lives.
  • Software is a choice that can make or break a business.
  • Business software has become a blocker instead of ways to get work done.

Responsibilities

  • Serve as the North America AI subject matter expert for Freshservice, partnering with Sales, Solutions Engineering, Customer Success, Product, and Marketing teams to drive AI revenue growth and customer outcomes.
  • Deliver compelling demonstrations, presentations, executive briefings, and proof-of-value engagements that showcase the business impact of Freshservice AI capabilities, including AI agents, workflow automation, agent productivity, self-service, and conversational experiences.
  • Develop scalable frameworks, playbooks, value assessments, and best practices that enable teams across North America to effectively position, sell, and demonstrate the value of AI solutions.
  • Experience developing scalable programs, methodologies, or frameworks that drive impact across a broad customer or sales organization.
  • Experience partnering with Product Management, Product Marketing, Customer Success, and Sales leadership to drive customer and business outcomes.
  • To create a better experience for their customers and employees.
  • Create better or worse experiences.
  • 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.

Requirements

  • 10+ years of experience in Solutions Engineering, Solution Consulting, Technical Advisory, or related customer-facing technical roles within enterprise software.
  • Proven track record of driving business value through transformational technologies, automation initiatives, or AI-driven solutions.
  • Experience leading executive workshops, strategic discovery sessions, business value assessments, and consultative customer engagements.
  • Strong understanding of ITSM, ITOM, ITAM, Enterprise Service Management, or adjacent operational technologies.
  • Ability to connect technical capabilities to business outcomes and clearly articulate ROI, success metrics, and value realization strategies.
  • Exceptional communication, presentation, and storytelling skills, with the ability to influence both technical and executive audiences.
  • Experience with digital transformation initiatives, AI strategy engagements, organizational change initiatives, or business value consulting is highly desirable.

Nice to have

  • Bachelor's degree preferred but not required.

Skills

  • Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level.

Compensation

  • The annual salary range for this position is $159,205 - $196,665 USD + Commissions

Benefits

  • With a fresh vision for how the world works.

Company info

  • We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business.
  • Lead AI advisory engagements with enterprise customers, facilitating executive workshops, discovery sessions, AI readiness assessments, business value discussions, and strategic planning sessions that align AI investments to measurable business objectives.
  • Partner with account teams to identify, qualify, and execute AI opportunities across new business, expansion, and renewal motions, helping customers build compelling business cases for AI investments.
  • Help customers identify and prioritize high-value AI use cases across ITSM, ITOM, ITAM, Employee Service Management, and enterprise workflows, while defining success criteria and measurable outcomes.
  • This is a highly strategic, customer-facing role focused on accelerating AI revenue growth, helping customers realize measurable business outcomes from AI investments, and scaling AI success across North America.
  • You will partner with sales teams, executives, customers, product leaders, and fellow Solutions Engineers to position Freshservice AI capabilities, lead AI advisory engagements, and develop scalable programs that increase the impact of AI across our customer base.
  • You will serve as a trusted advisor to customers and internal stakeholders, helping organizations identify high-value AI opportunities, quantify business impact, establish success metrics, and build executive alignment around AI initiatives.
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This listing is sourced directly from Freshworks's careers page and normalized into a canonical job model.