Senior Strategic Channels & Alliances Manager

Senior Strategic Channels & Alliances Manager

Full-time

• 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-Service Now 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

• 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
• 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 Q  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
• Contribute to the North America SI partner strategy, including partner selection criteria, tiering, and investment allocation
• Identify SI partners with existing Service Now 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

• 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 Service Now 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

• Prior experience at a vendor in a channel or alliance role targeting Service Now displacement or competing against legacy ITSM platforms
• Existing network within North America SI community (Capgemini, CGI, Unisys, Computacenter, or equivalent)
• Experience building net-new SI practices around a vendor platform from early stage
• Familiarity with co-sell and marketplace dynamics as a complement to SI-led GTM
• Background in solution or pre-sales that gives you credibility in technical and delivery conversations with SI partners

• Hunter mentality: energised by finding and opening new relationships, not just managing the existing book
• High commercial IQ —…