Program Manager, Services Partnerships

The Program Manager, Services Partnerships is responsible for designing, implementing, and managing programs that enable and optimize the performance of our Freshworks service delivery partners. This role ensures that the Freshworks Services partner ecosystem is equipped with the resources, processes, and incentives needed to deliver exceptional customer outcomes at scale. The ideal candidate will be a strategic thinker with strong program management skills, partner ecosystem experience that includes services partners, team management experience, and a passion for building successful partner ecosystems.Key Responsibilities:Program Development and Strategy: Design, develop, and execute scalable partner programs that support business objectives, including partner enablement, performance management, and growth initiatives.Stakeholder Management: Coordinate a team of Partner Engagement Managers and Partner Support professionals who manage delivery sponsorship and risk mitigation activities for our partners.Partner Onboarding and Enablement: Coordinate with the Channel and Enablement teams to successfully onboard and enable services partners, ensuring they have the initial certification and ongoing enablement needed to deliver success for our customers.Partner Performance: Maintain and evolve key performance indicators (KPIs) and metrics to monitor partner and program performance. Cross-Functional Collaboration: Collaborate with internal teams (Channel, Enablement, Support, Marketing, Legal, and Services) to align partner programs with business needs and customer requirements.  Support customers and field teams with escalations and action plans as needed.Partner + Internal Communications: Develop communication plans in conjunction with the overall Freshworks Partner Program to keep partners informed about program updates.Incentive and Recognition Programs: Evolve incentive programs to reward and recognize top-performing partners in coordination with Services business leaders and Channel leadership.Continuous Improvement: Gather feedback from partners and internal teams to refine and improve the partner program.