Jobs

Be a part of it. Join the #AccelFamily

Senior Executive- Partner Support

Freshworks

Freshworks

Customer Service
Chennai, Tamil Nadu, India
Posted on Thursday, July 4, 2024

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. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience ]CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.

While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation. Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com.

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 or 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, our communities and our business.

Job Description

Job Summary:

The Partner Process and Program Excellence Specialist is responsible for optimizing and transforming the operational processes, systems, and tooling driving Freshwork's channel partner ecosystem. This role plays a critical part in ensuring smooth collaboration between internal stakeholders and partners, ultimately driving growth, efficiency, scalability, and improving partner experience.

Key Responsibilities:

  • End-to-end Partner Processes:

    • Refine and automate existing processes governing the entire partner experience and lifecycle, including but not limited to onboarding, compliance, enablement, tooling access, deal registration, and incentives such as commissions and MDF.

    • Introduce new methods and processes to drive speed, efficiency, and scalability in Freshwork’s channel back-office operations.

  • Channel Systems and Tooling:

    • Ownership subject matter expertise over partner tooling stack.

    • Lead the collaboration and execution with IT, Revops, Marketing, and Enablement teams to identify and address process and systems improvements.

  • Partner Program Support:

    • Act as a key point of contact for priority partners, addressing their inquiries and concerns promptly.

    • Coordinate with internal teams to resolve partner issues effectively.

  • Partner Feedback and Improvement:

    • Gather feedback from partners and channel it into product development and make improvements to existing processes.

    • Continuously seek ways to enhance the partner and customer experience.

Qualifications

Qualifications:

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

  • Proven experience(Min 2+ years) in partner program management, channel operations, business process management, or a similar role within a SaaS company.

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

  • Proficiency with Excel and a strong analytical/data-driven mindset.

  • 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

All your information will be kept confidential according to EEO guidelines.

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.