Senior Strategic Channels & Alliances Manager

Responsibilities

• Identify, target, and sign SI partners aligned to ITSM and CX growth priorities
• Lead the end-to-end partner recruitment process from outreach to contract execution
• Design and execute structured onboarding programs for new SI partners
• Build and maintain SI partner capability across sales, pre-sales, and delivery
• Develop joint go-to-market plans including target verticals and co-sell motions
• Manage a partner-sourced and partner-influenced pipeline using Salesforce
• Set and hold partners to joint pipeline targets and revenue commitments through QBRs
• Contribute to the North America SI partner strategy and investment allocation

Requirements

• 7+ years of experience in channel, alliances, or partner management in SaaS or enterprise software
• Proven track record of recruiting and activating SI partners
• Deep understanding of mid-tier SI operations, practice structures, and P&L dynamics
• Experience in ITSM, EX, or CX categories; familiarity with ServiceNow is a plus
• Strong commercial discipline in building joint business plans and setting targets
• Ability to build senior-level relationships with practice leads and C-level stakeholders
• Proficiency in Salesforce or equivalent CRM for pipeline management

Preferred Qualifications

• Experience targeting ServiceNow displacement or competing against legacy ITSM platforms
• Existing network within the North America SI community (e.g., Capgemini, CGI, Unisys)
• Experience building net-new SI practices from an early stage
• Background in solution or pre-sales providing technical credibility

About the Company

Freshworks builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI helps businesses reduce complexity and deliver faster, more human support through enterprise-grade CX and IT solutions.