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

As a Vendor Performance Manager (VPM), you will play a critical role on the frontlines of Google Customer Solutions (GCS) vendor sales management. You will be the principal stakeholder for your vendor management team, influencing and holding them accountable to deliver excellent sales performance and quality while enabling site-program success with targeted support.

You will be responsible for analyzing vendor performance and presenting key insights to Google sales leadership, supporting initiatives to improve GCS vendor operations, and sharing best practices with vendor management and Google teams across global markets and lines of business.

This role is aligned to the AUNZ market and will require working non standard hours.The Global Business Organization (GBO) is the engine that powers Google’s full ecosystem of products and services to help customers and partners succeed and grow. GBO includes the commercial arms of Ads sellers, business development teams, and customer services and support, as well as overlay programs that enable coordinated engagement with Google's most complex and important customers and partners.

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.