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
We are looking for a Lead - Process and Program Excellence in Channel Sales with a deep understanding of the Salesforce platform and passion for continuous improvement and learning. In this role, you will collaborate with stakeholders across the organization and be responsible for supporting the effectiveness and success of Freshwork's channel partner programs and operations globally. This role is the key facilitator to understand channel business needs in Salesforce and across core business applications, improve processes, analyze data and build reports.
Key Responsibilities:
Partner Commissions
Managing and optimize partner commission processes, ensuring accurate payouts, and resolving any related inquiries
Maintaining accurate commission data and generating reports for internal teams
Validating commissions amounts to ensure accurate payments
Ensuring compliance with company policies and procedures, maintaining accurate documentation of commission-related processes, and supporting SOX compliance.
Business Systems & Process Improvements
Collaborate with business teams to understand their needs, challenges and translate those into business requirements. Create and maintain business requirements documentation
Develop process flows, maintain process documentation, recommend page layouts, record and field types
Assess and analyze impact to Salesforce and core business applications
Identify process gaps in current workflows and propose improvements via automation
Data Analysis and Reporting
Develop frameworks for reporting and analytics to support operations and decision-making
Monitor partner and channel KPIs, analyze data to measure impact of initiatives and provide recommendation for improvement
Collaborate with Channel leaders and internal teams on Ad-hoc reporting requirements
Communication and Collaboration
Build strong, collaborative relationships across teams to ensure cross-functional alignment.
Serve as a liaison between business stakeholders and IT teams, facilitating clear communication and collaboration
Qualifications
Qualifications:
Bachelor's degree in Business, Marketing, or a related field.
Proven experience (Min 3+ years) in Channel Operations, Sales Operations, Partner Management, Business Process Management and improvement, 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 global environment.
Strong analytical and project management skills.
Results-oriented with a focus on revenue growth.
Preferred Qualifications:
Experience with Salesforce required
Experience analyzing business processes and configurations across Salesforce and GTM systems
Familiarity with CRM-native integrations and tools like DealHub, Marketo, Clay, Outreach
Strong track record of driving successful cross-functional collaboration, analysis and programs
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.