Vendor Performance Manager, SMB Growth, Google Customer Solutions

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 7 years of experience in operations or business management, and vendor management.
  
• 7 years of experience using analytics or applying project management tools to address business issues.
  

Preferred qualifications:

• Project Management certifications such as PMP, Six Sigma, etc.
• Experience with managing digital advertising, Google Ads, campaign building and optimization.
• Experienced with the GCS Incentive system (Points, UAAs, Spend Bands, Offerings, etc).
• Experience in early customer lifecycle stages (i.e. Onboarding and Acquisition).
• Understanding of selling best practice and techniques (e.g., objection handling, competitive selling).
• Excellent sales performance analysis skills, along with the ability to manage sales activities and metrics, diagnose performance issues, and translate insights into recommendations.

About the job

Responsibilities

• Build quarterly strategy in collaboration with vendor leaders, monitor weekly sales performance metrics, and share key market performance insights with Google sales leadership via weekly updates and monthly reviews.
• Ensure vendor service quality against contracted Service Level Agreement (SLA) and Key Performance Indicators (KPIs) by conducting regular call audits, calibration sessions, and quality reviews.
• Build influential, trusted partner relationships with vendor sales management (e.g., Senior Manager), communicating rigorous expectations for delivering against program-specific agreement terms while providing appropriate support, best practices, and guidance.
• Provide critical on-the-ground feedback and support to land vendor operations improvement initiatives led by central Google teams.
• Find opportunities and execute on cross GCS collaborations to enable smooth customer outreach, graduations, and more.