Senior Strategic Channels & Alliances Manager

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

📋 Description

• Recruitment and onboarding of System Integrators (SIs): Identify, target, and secure SI partners that align with Freshworks’ ITSM and CX growth objectives.

• Establish and maintain a pipeline of potential SI partners through market mapping, ex-ServiceNow and former incumbent networks, as well as competitive analysis.

• Oversee the complete partner recruitment process — from initial outreach and business case formulation to contract signing and onboarding.

• Create and implement structured onboarding programs that rapidly prepare new SIs for first-deal readiness, covering product knowledge, commercial terms, deal registration, and pre-sales support model.

• Partner enablement and acceleration: Enhance and sustain the capabilities of SI partners across sales, pre-sales, and delivery.

• Collaborate on joint go-to-market strategies with each SI partner, outlining target verticals, solution offerings, and co-selling initiatives with Freshworks field teams.

• Encourage participation in Freshworks enablement programs.

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

• Ownership and active management of a partner-sourced and partner-influenced pipeline.

• Monitor and report on the health of the SI pipeline, deal velocity, and revenue contributions using Salesforce.

• Strategy and ecosystem development: Contribute to the SI partner strategy for North America.

• Identify SI partners with established ServiceNow or legacy ITSM practices as key displacement targets.

⛳️ Requirements

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

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

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

• Experience in or related to ITSM, EX, or CX categories — familiarity with the ServiceNow ecosystem is a significant advantage.

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

• Capable of establishing and maintaining senior relationships within SI organizations — including practice leads, alliance directors, and C-level stakeholders.

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

• Effective at cross-functional collaboration: comfortable aligning field sales, pre-sales, and marketing efforts with partner-led initiatives.

🏝️ Benefits

• A variety of options for dental, medical, vision, disability, and life insurance.

• Equity and Employee Stock Purchase Plan (ESPP).

• Flexible Paid Time Off (PTO).

• Flexible spending options.

• Commuter benefits.

• Wellness benefits.

• Adoption and parental leave benefits.