Will Smart

Solutions Architect @Freshworks

London, GB

Overseeing the technical and architectural aspects of deals. Collaboration with the Professional Services team and Pre-sales engineers to guide the discovery process, assess technical compatibility, map out integrations, and monitor feature requests for opportunities across different regions.• Solution Design: Collaborating with stakeholders to gather requirements and develop custom Freshworks product solutions in line with business goals and industry standards.• Creating architecture diagrams for proposed designs and deliver presentations.• Technical Implementation: Configuration, customisation, and deployment of Freshworks products, encompassing workflows, automations, integrations, and reporting, to elevate customer support operations. • Process Optimisation: Identifying areas for enhancement, proposing efficient solutions to improve customer satisfaction and operational efficiency.• Documentation: Developing and maintaining comprehensive technical and architectural documentation, covering system configuration, integrations, and customizations.• Integrations Design: Creating and integrating Freshworks products with other systems and third-party applications to streamline support processes and facilitate data flow.• Training and Support: Providing training to support agents, administrators, and relevant teams, ensuring the proficient use of Freshworks products and ongoing support.• Product Champion: Product leader in the region, instilling confidence in prospects during the sales cycle, devising innovative solutions during implementation, assessing existing enterprise customer health for improvement suggestions, providing valuable customer feedback to the product team and writing a blog article series on Freshworks products and best practice.

The Kett 6th Form College

A Levels

University of Greenwich

BSc