Program Manager, Services Partnerships

Company Description

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 70,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. 

Job Description

The Program Manager, Services Partnerships is responsible for designing, implementing, and managing programs that enable and optimize the performance of our Freshworks service delivery partners. This role ensures that the Freshworks Services partner ecosystem is equipped with the resources, processes, and incentives needed to deliver exceptional customer outcomes at scale. The ideal candidate will be a strategic thinker with strong program management skills, partner ecosystem experience that includes services partners, team management experience, and a passion for building successful partner ecosystems.

Key Responsibilities:

• Program Development and Strategy: Design, develop, and execute scalable partner programs that support business objectives, including partner enablement, performance management, and growth initiatives.
• Stakeholder Management: Coordinate a team of Partner Engagement Managers and Partner Support professionals who manage delivery sponsorship and risk mitigation activities for our partners.
• Partner Onboarding and Enablement: Coordinate with the Channel and Enablement teams to successfully onboard and enable services partners, ensuring they have the initial certification and ongoing enablement needed to deliver success for our customers.
• Partner Performance: Maintain and evolve key performance indicators (KPIs) and metrics to monitor partner and program performance. 
• Cross-Functional Collaboration: Collaborate with internal teams (Channel, Enablement, Support, Marketing, Legal, and Services) to align partner programs with business needs and customer requirements.  Support customers and field teams with escalations and action plans as needed.
• Partner + Internal Communications: Develop communication plans in conjunction with the overall Freshworks Partner Program to keep partners informed about program updates.
• Incentive and Recognition Programs: Evolve incentive programs to reward and recognize top-performing partners in coordination with Services business leaders and Channel leadership.
• Continuous Improvement: Gather feedback from partners and internal teams to refine and improve the partner program.

Qualifications

• Bachelor’s degree in Business, Program Management, or a related field 
• 10+ years of experience in partner program management, services delivery, or partner operations, preferably in a SaaS technology or consulting environment.
• Strong program management skills with experience in managing multiple initiatives and projects simultaneously.
• Strong writing, presentation, and communication skills for a diverse audience up to executive level stakeholders
• Stakeholder management experience, preferably with customer and/or partner-facing resources
• Experience managing global teams and time zones
• Proven experience in building and managing partner programs at scale.
• Excellent communication and stakeholder management skills.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Familiarity with partner ecosystems, service delivery models, and partner performance management.
• Proficiency in Salesforce ecosystem tools, Google Suite, and BI tools.

Additional Information

The annual base salary range for this position is $123,120 — $176,985 USD.

Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.

Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

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.