Vendor Performance Manager

About the job

Businesses that partner with Google come in all shapes, sizes and market caps, and no one Google advertising solution works for all. Your knowledge of online media combined with your communication skills and analytical abilities shapes how new and existing businesses grow. Using your relationship-building skills, you provide Google-caliber client service, research and market analysis. You anticipate how decisions are made, persistently explore and uncover the business needs of Google's key clients and understand how our range of product offerings can grow their business. Working with them, you set the vision and the strategy for how their advertising can reach thousands of users.

Our Google Customer Solutions vendor teams help clients and agencies meet their business objectives wherever they are in their journey to digital maturity. Our teams of strategists, analysts, advisors, and support specialists collaborate to identify and create solutions that solve core business and marketing objectives across all types of customer organizations.

Google Customer Solutions (GCS) sales teams are trusted advisors and competitive sellers who maintain a relentless focus on customer success by bringing the best Google has to offer to small- and medium-sized businesses (SMBs), which are the backbone of our communities. As a member of our team, you’ll have the opportunity to work with company owners and make a real difference in their businesses by helping them grow. Together, we help shape the future of innovation for customers, partners, and sellers...and we have fun doing it.

Responsibilities

• Monitor performance metrics and share key market performance insights with Google sales leadership. Consult on vendor-led business reviews, ensuring performance diagnoses, mitigation plans, and follow up to deliver results, including sharing best practices and involving business leadership or vendor strategy operations as needed.
• Ensure vendor service quality against Service Level Agreements (SLA) and key performance indicators (KPIs) by conducting regular call audits, calibration sessions, and quality reviews, sharing data-driven insights and feedback with Google teams and holding vendor management accountable to make improvements.
• Build partner relationships with vendor sales management, communicating expectations while providing appropriate support, best practices, and guidance.
• Provide critical feedback and support to land vendor operations improvement initiatives led by central Google teams. Identify escalation paths to troubleshoot tool/system issues and business risks of non-compliance with Google policies.

Minimum qualifications

• Bachelor's degree or equivalent practical experience.
• 7 years of experience in sales operations, management consulting, business operations, or other strategy and operations roles.
• 7 years of experience working with executive stakeholders and developing business strategies or managing cross-functional initiatives.

Preferred qualifications:

• Experience with managing digital advertising, Google Ads and campaign building.
• Experience with quality assurance processes, including conducting audits, facilitating calibration sessions, and using data to drive continuous improvement.
• Experience managing business activities and metrics, diagnosing performance issues, and translating insights into recommendations.
• Experience with vendor management, agreements, and influencing third-party companies.
• Understanding of selling best practice and technique (e.g., objection handling, engaged promotion).