Head of Global Partner Program and Operations (Remote)
Freshworks provides intelligent customer engagement software for businesses of all sizes, making it easy for teams to win customers for life. More than 50,000 businesses trust Freshworks, including our employee engagement, customer engagement and CRM solutions, to better support employees so businesses can increase customer satisfaction and lifetime value. Our products are ready to go, easy to use, and offer a quick return on investment.
Freshworks has received numerous accolades that include ranking #16 on the prestigious Forbes' Cloud 100 and #22 on the Battery Ventures/Glassdoor Best Places to Work lists. Headquartered in San Mateo, California, Freshworks has a dedicated global team operating from 13 locations to serve our customers throughout the world. Freshworks is backed by leading investors including Accel, CapitalG, Sequoia Capital and Tiger Global Management.
At Freshworks, we want to delight customers by offering the best partner ecosystem of partners in the saas industry. The Director/Sr Director of the Partner Partner Program & Operations will be responsible for the development and management of the Freshworks partner program across Resellers (solution partners), System integrators, ISVs, MSP/BPO and Referral partners.
As an experienced leader with a strong enterprise partner and sales background, you will be responsible for developing the roadmap of the partner program for years to come. You will lead in evolving the current program, reviewing the structure, partner incentives, access and enablement. You will manage the existing Partner operation and Program team, recruit talent and drive transformation to attract, onboard, and go-to-market with the top partners in the CRM/CX and ITSM space.
This leader will have previous success in working cross-functionally with product marketing, product development, sales enablement and partnerships to ensure that we are working efficiently to make our partners and customers successful.
The ideal candidate must be a self-starter with an analytical mindset, have the ability to communicate ideas and build internal and external support. This new leader will have strong communication and interpersonal skills and thrive in a fast-paced, geographically distributed hyper-growth environment.
This role reports to the Global VP of Channels and Alliances.
What to expect?
- Managing an existing team of Partner operations and Program based in India
- Coordinating with the existing cross-functional teams to evolve the program so that our partners are successful.
- Create processes, set best practices and build replicable patterns for global and regional go-to-market initiatives.
- Create programmatic enablement programs that provide our partners a path for continued enablement and education.
- Standardize reporting to understand how partners successfully move through the program with the awareness that we always want to optimize the process.
- Work with other internal teams such as Sales, Customer Success and Sales Engineering to align the partner and value to the customer.
- Serve as a senior stakeholder and point of escalation internally and in partner interactions.
Our Perfect Match:
- 7+ years of experience managing a global partner program
- Proven success in developing and implementing a global partner program that includes technology and agency/channel partners
- Strong history of continuous channel/partner development through both external and internal resources
- Strong data-driven, analytical approach
- Strong bias toward collaboration and ability to work effectively in a cross-functional & dispersed team
- A strategic thinker
- Global mindset, flexible work style and comfort with ambiguity
- Confident and humble leader with previous executive customer exposure
- Willingness to travel (up to 20%)
- Sense of humor
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.