Partner Manager, North America

This is a fully remote position, open to applicants in Slovenia.

📋 Description

• Identify, target, and secure SI partners (e.g., Capgemini, CGI, Unisys) that align with Freshworks’ ITSM and CX growth objectives.

• Develop and sustain a pipeline of potential SI partners by leveraging market mapping, networks from ex-ServiceNow and former incumbents, and competitive insights.

• Lead the comprehensive partner recruitment process, from initial outreach and business case formulation to contract finalization and onboarding.

• Create and implement structured onboarding programs that swiftly prepare new SIs to reach first-deal-ready status: including product knowledge, commercial terms, deal registration, and pre-sales support models.

• Establish and maintain SI partner capabilities across sales, pre-sales, and delivery, ensuring partners can independently position, scope, and close Freshworks-based solutions.

• Formulate joint go-to-market strategies with each SI partner, encompassing target verticals, solution plays, and co-selling initiatives with Freshworks field teams.

• Promote involvement in Freshworks enablement programs, such as accreditation, demo certification, and deal support resources.

• Serve as the primary relationship manager for SI practice leads and partner alliance teams, fostering multi-threaded engagement across sales, delivery, and leadership.

• Take ownership of a partner-sourced and partner-influenced pipeline, collaborating with CAMs and field AEs to advance and finalize SI-originated opportunities.

• Establish and enforce joint pipeline targets and revenue commitments for partners through structured quarterly business reviews (QBR) and business planning cycles.

• Co-sell alongside SI partners on significant opportunities, offering commercial, technical, and executive support as needed.

• Monitor and report on SI pipeline health, deal velocity, and revenue contributions via Salesforce, ensuring precise and current forecasting.

• Contribute to the North America SI partner strategy, including selection criteria, tiering, and investment allocation.

• Identify SI partners with existing ServiceNow or legacy ITSM practices as priority targets for displacement and develop corresponding engagement plans.

• Collaborate cross-functionally with marketing, product, and pre-sales to create SI-specific content, solution briefs, and campaign materials.

• Relay market and competitive intelligence back to channel leadership, encompassing partner sentiment, competitor partner programs, and whitespace opportunities.

⛳️ Requirements

• Over 7 years of experience in channel, alliances, or partner management within a SaaS or enterprise software context.

• Proven track record of recruiting and activating SI partners, rather than merely managing existing relationships.

• Strong comprehension of mid-tier SI operations: including practice structures, P&L dynamics, delivery models, and partner investment decision-making processes.

• Experience in or adjacent to ITSM, EX, or CX sectors — familiarity with the ServiceNow ecosystem is a distinct advantage.

• Commercially astute: adept at constructing joint business plans, establishing pipeline targets, and holding partners accountable for their commitments.

• Ability to foster and maintain senior-level relationships within SI organizations — including practice leads, alliance directors, and C-level stakeholders.

• Strong discipline in pipeline management — proficient in Salesforce or similar CRM tools for tracking partner opportunities and forecasting.

• Effective at cross-functional collaboration: skilled at aligning field sales, pre-sales, and marketing efforts behind partner-driven initiatives.

🏝️ Benefits

• Health insurance

• Equity + ESPP

• Flexible PTO

• Flexible spending

• Commuter benefits

• Wellness benefits

• Adoption and parental leave benefits