Principal AI Solutions Engineer

Principal AI Solutions Engineer – North America Employee Experience

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 Fresh service 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.

• Serve as the North America AI subject matter expert for Fresh service, partnering with Sales, Solutions Engineering, Customer Success, Product, and Marketing teams to drive AI revenue growth and customer outcomes.
• 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.
• Deliver compelling demonstrations, presentations, executive briefings, and proof-of-value engagements that showcase the business impact of Fresh service 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.
• Act as a trusted advisor to Product and Engineering teams by sharing customer feedback, market trends, competitive intelligence, and emerging AI requirements that help shape future innovation.
• Mentor and enable Solutions Engineers, Account Executives, and Customer Success teams on AI positioning, business value conversations, executive engagement, and industry best practices.

• 10+ years of experience in Solutions Engineering, Solution Consulting, Technical Advisory, or related customer-facing technical roles within enterprise software.
• Deep understanding of AI, Generative AI, Large Language Models (LLMs), AI agents, automation technologies, and emerging trends shaping 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.
• Experience developing scalable programs, methodologies, or frameworks that drive impact across a broad customer or sales organization.
• Exceptional communication, presentation, and storytelling skills, with the ability to influence both technical and executive audiences.
• Experience partnering with Product Management, Product Marketing, Customer Success, and Sales leadership to drive customer and business outcomes.
• Comfortable operating independently across multiple strategic initiatives, stakeholders, and customer engagements.
• Experience with digital transformation initiatives, AI strategy engagements, organizational change initiatives, or business value consulting is highly desirable.
• Bachelor's degree preferred but not required.

Annual salary range: $158,015 – $195,195 USD + Commissions. Bonus and equity may be available.

Benefits include dental, medical, vision, disability, and life insurance; equity and ESPP; flexible PTO and flexible spending accounts; commuter and wellness benefits; adoption and parental leave benefits.

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.