Specialist - Process and Program Excellence (Partnerships)

Company Description

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

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.