Specialist - Process and Program Excellence (Partnerships)

Company Description

About Freshworks

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 65,000 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 Specialist - Process & Program Excellence is responsible for supporting the lifecycle and success of Freshwork's channel partner ecosystem in the EMEA market. This role is the key facilitator of efficient and effective partner onboarding, activation, and other partner lifecycle events. 

Key Responsibilities:

Partner Lifecycle Ownership

• Guide partners through the onboarding process, inclusive of contracting, systems access and setup 

• Monitor and steward onboarded partners through 30/60/90 day activation phase to ensure partner activation

• Manage mid-lifecycle partner updates as needed, including partner business, contact, or relationship changes to ensure accurate contracting, partner information, and systems records

• Facilitate partner offboarding or termination processes as needed with cross-functional stakeholders

Records & Documentation

• Maintain and update partner records, agreements, or other systems to ensure accurate partner information in systems of record 

• Create, maintain, and communicate policy and process documentation related to partner lifecycle activities

Performance Tracking

• Monitor and report on partner lifecycle key performance indicators (KPIs) to deliver excellent partner experience, success and ecosystem health 

Relationship Building

• Build relationships with new partners to provide a welcoming and successful onboarding and activation experience

• Develop strong working relationships with channel team and cross-functional stakeholders/collaborators

Partner Feedback and Improvement

• Gather feedback from partners and internal stakeholders on areas to improve partner success

• Evaluate and implement new policies, processes, tools & systems to continually improve partner lifecycle activities  

Qualifications

• Bachelor's degree in Business, Marketing, or a related field.

• Overall 4+ years of work experience with, proven expertise (Min 2+ years) in partner success, partner management, channel operations, business process management, or a similar role within a SaaS company.

• Familiarity with CRM and partner management tools (PRM).

• Excellent communication and relationship-building skills.

• Ability to work collaboratively in a cross-functional environment.

• Strong project management skills.

• Results-oriented with a focus on revenue growth.

Additional Information

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.