Director – Channel

About the opportunity

We're looking for a Director, Channel Americas to lead and grow our partner ecosystem across the region. You'll lead the channel strategy for the Americas, building strong relationships with key Microsoft resellers, MSPs and VARs while leading a team of Channel Account Managers responsible for partner success, performance and ARR.

This is a player-leader role: you'll influence the direction for the Americas channel and hold accountability for its targets, while coaching your team on the day-to-day work of partner enablement, deal progression, and partner experience. You'll work cross-functionally with Sales, Marketing, and the broader channel organization to ensure the Americas partner network is well-equipped, well-informed, and growing in line with Exclaimer's objectives.

Key responsibilities and scope

Leadership and strategy

• Lead and inspire a channel team focused on growing new business through VARs, Microsoft resellers, including CSPs and MSPs, across the Americas region.
• Strategically plan and execute the partner program across the Americas to achieve corporate channel sales objectives.
• Set and meet ambitious quotas for key partners in the Americas market.
• Work cross-functionally with Exclaimer's Sales Executives to support the growth and scale of the channel business.

Partner relationships and ecosystem

• Develop and nurture relationships with key Microsoft MSPs, resellers and VARs, ensuring alignment with Exclaimer's growth objectives.
• Utilize in-depth knowledge of the Microsoft ecosystem, with a specific focus on MSPs and channel resellers, to drive channel sales and business growth.
• Identify, recruit, and onboard new channel partners, with a focus on Microsoft 365 channel resellers and MSPs.
• Maintain overall responsibility for relationship management with partners across the portfolio.

Team oversight (Channel Account Managers)

• Oversee day-to-day relationships across the team's partner portfolio, ensuring each Channel Account Manager owns their patch effectively.
• Drive partner onboarding, enablement, certification, and not-for-resale (NFR) activation across the team.
• Lead partner business reviews and performance check-ins, and ensure these are happening consistently across the region.
• Hold the team accountable for ARR targets by region and segment, including distinct rules for Global/Regional VARs versus MSPs.
• Monitor SLA performance across the team, including first response within four business hours and resolution within 48 hours, and case hygiene above 95%.
• Drive partner CSAT scores of 90% or higher across the portfolio.

Commercial execution and reporting

• Review, monitor, and report on partner-led deals, ensuring visibility and success at the leadership level.
• Effectively utilize CRM and PRM tools for consistent forecasting, pipeline management, and reporting.
• Register and qualify partner-sourced opportunities and work with Account Executives to progress and close new partner-sourced business.
• Collaborate with partners to optimize renewals processes and reduce manual intervention year over year.
• Implement strategies that support improved partner retention (GRR) and partner satisfaction (NPS).

Marketing and communication

• Deliver value propositions and key messaging to the partner community, emphasizing the benefits of Exclaimer's solutions.
• Communicate product launches, promotions, and marketing programs to channel partners alongside the marketing team.
• Execute marketing initiatives in collaboration with partner marketing to drive leads and field engagement.
• Stay abreast of industry trends, competitive products, and Microsoft ecosystem developments, with a specific focus on MSPs and channel resellers.

Skills & experience

• Proven leadership experience in channel sales, specifically focused on the Americas market.
• Track record of managing or mentoring a channel team, with accountability for team-wide ARR and performance targets.
• Proven experience of fostering an engaging and high performing, in office (3 days per week) culture across the Channel team
• In-depth knowledge of the Microsoft ecosystem, with a specific emphasis on MSPs and channel resellers.
• Experience working with channel ecosystems including VARs, MSPs, and the Microsoft Marketplace.
• Strong operational discipline and SLA management capability.
• Excellent presentation, communication, and relationship-building skills.
• Effective time management and organizational abilities, comfortable operating in a fast-paced environment.
• Proven ability to drive growth through Microsoft 365 channel reseller partners and MSPs.
• Proactive approach to developing new engagement models for partners.