Senior Strategic Channels & Alliances Manager
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Job Description
Senior Strategic Channels & Alliances Manager driving SI partner growth strategy for North America at Freshworks. Fostering relationships and managing recruitment in a competitive software environment.
Responsibilities:
- SI Recruitment & Onboarding: Identify, target, and sign SI partners (e.g., Capgemini, CGI, Unisys) aligned to Freshworks’ ITSM and CX growth priorities
- Build and maintain a pipeline of prospective SI partners, drawing on market mapping, ex-ServiceNow and ex-incumbent networks, and competitive intelligence
- Lead the end-to-end partner recruitment process — from initial outreach and business case development through to contract execution and onboarding
- Design and execute structured onboarding programs that bring new SIs to first-deal-ready status quickly: product knowledge, commercial terms, deal registration, pre-sales support model
- Partner Enablement & Acceleration: Build and maintain SI partner capability across sales, pre-sales, and delivery — ensuring partners can self-sufficiently position, scope, and close Freshworks-based solutions
- Develop joint go-to-market plans with each SI partner, including target verticals, solution plays, and co-sell motions with Freshworks field teams
- Drive participation in Freshworks enablement programmes, including accreditation, demo certification, and deal support resources
- Act as the primary relationship owner into SI practice leads and partner alliances teams, building multi-threaded engagement across sales, delivery, and leadership
- Pipeline & Revenue: Own and actively manage a partner-sourced and partner-influenced pipeline, working with CAMs and field AEs to progress and close SI-originated opportunities
- Set and hold partners to joint pipeline targets and revenue commitments through structured QBR and business planning rhythms
- Co-sell alongside SI partners on key opportunities, providing commercial, technical, and executive support as required
- Track and report on SI pipeline health, deal velocity, and revenue contribution through Salesforce, ensuring accurate and up-to-date forecasting
- Strategy & Ecosystem Development: Contribute to the North America SI partner strategy, including partner selection criteria, tiering, and investment allocation
- Identify SI partners with existing ServiceNow or legacy ITSM practices as priority displacement targets and develop engagement plans accordingly
- Work cross-functionally with marketing, product, and pre-sales to develop SI-specific content, solution briefs, and campaign assets
- Feed market and competitive intelligence back into channel leadership, including partner sentiment, competitor partner programmes, and whitespace opportunity
Requirements:
- 7+ years’ experience in channel, alliances, or partner management within a SaaS or enterprise software environment
- Demonstrable track record of recruiting and activating SI partners, not just managing existing relationships
- Strong understanding of how mid-tier SIs operate: practice structures, P&L dynamics, delivery models, and how they make partner investment decisions
- Experience working in or adjacent to ITSM, EX, or CX categories — familiarity with the ServiceNow ecosystem is a strong advantage
- Commercially rigorous: comfortable building joint business plans, setting pipeline targets, and holding partners accountable to commitments
- Ability to build and maintain senior relationships within SI organisations — practice leads, alliance directors, and C-level stakeholders
- Strong pipeline management discipline — fluent in Salesforce or equivalent CRM for partner opportunity tracking and forecasting
- Effective at working cross-functionally: comfortable aligning field sales, pre-sales, and marketing behind partner-led motions
Benefits:
- multiple options for dental, medical, vision, disability, and life insurance
- Equity + ESPP
- flexible PTO
- flexible spending
- commuter benefits
- wellness benefits
- adoption and parental leave benefits
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