Engagement - Senior Manager

Company Description

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 Americas Partner Engagement Manager plays a critical role in driving the adoption and success of the Americas Services Partner Program. Reporting to a Regional Leader, this position manages partner engagement across North America and LATAM, ensuring effective communication, performance tracking, and risk mitigation for Professional Services (PS) engagements. The role requires close collaboration with partners, Channel Managers, Sales Segment leaders, and internal stakeholders to align certified Professional Services partners with customer needs. 
 

• Reporting to Americas Freshworks Professional Services (FPS) Regional leader, the Americas Partner Engagement manager: 

• Is responsible for AMER Services Partner Program adoption, communication and KPIs 

• Acts as Freshworks’ partners PS engagement manager for NA and LATAM regions  

• Coordinates with partners’ Channel Manager (who owns the partner relationship overall) on partner selection, evaluation, performance, and escalations 

• Communicates with assigned partners, and responsible for sponsorship of and tracking assigned partners’ Professional Services (PS) engagements 

• Coordinates risk-mitigation and escalation internally at Freshworks for escalations on partner deliveries 

• Coordinates with North America Mid-Market Sales Segment leaders, and LATAM Sales leaders primarily (and with other segment leaders) to ensure assignment and reporting of certified PS partners to customer engagements according to Partner Rules of Engagement 

• Understands and promotes Global Partner Program to the Americas Services partners and ecosystem 

• Communicates partner enablement needs to Partner Enablement Program Manager

Qualifications

• 10-13 years in Partner and Channel experience plus strong experience in Professional Services for a SaaS organization 

• Ability to work with C-suite and practitioners of partners, Sales account executives, as well as internal Sales and FPS Leadership  

• Excellent project management, facilitation and risk management skills 

• English, Spanish and Portuguese language skills are required

Additional Information

This role is based in the Miami Metro Area, and the expected base salary range for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. This role is also eligible for a target bonus.

Compensation Package

$171,000-$245,870 USD Base Salary + Variable Compensation (where applicable)

Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

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.