Sr. Support Vendor Manager at Vimeo
Vimeo is home to over 200 million members, helping businesses and professionals thrive with video. Our Customer Support team is dedicated to helping our customers quickly and effectively utilize our products and services to create impactful and meaningful experiences through video.
Reporting to the VP of Customer Support, this role will be responsible for managing the relationship and performance of our support partners. As Vimeo continues to grow, our partners will become increasingly important in our mission to provide best in class customer service to our customers.
What you’ll do:
- Build and maintain strong relationships with our internal procurement team and external support partners
- Drive partner performance and quality in achieving targets that support our best in class support mission
- Collaborate with Customer Support leaders to provide high quality seamless support experiences for our customers
- Establish metrics and measurements that provide clear quantitative insights
- Report insights on partner operations effectiveness and customer experience
- Deliver continuous improvement by maximizing process improvements, technological scale and relentless accountability
Skills and knowledge you should possess:
- 5+ years of experience in a support partner or vendor management role
- Experience working in live SaaS and enterprise environments with 24/7 availability
- Experience managing globally distributed partners with varying cultural and social values
- Ability to deeply understand the health and performance of a support team through data and metrics
- Ability to communicate complex ideas and abstract concepts through data and written reports and presentations
- History of driving successful change and improvement with impactful and measurable results
Vimeo is the world’s leading all-in-one video software solution. Our platform enables any professional, team, and organization to unlock the power of video to create, collaborate and communicate. We proudly serve our growing community of over 200 million users — from creatives to entrepreneurs to the world’s largest companies.
Vimeo is headquartered in New York City with offices around the world. At Vimeo, we believe our impact is greatest when our workforce of over 650 passionate, dedicated people, represents our diverse and global community. We're proud to be an equal opportunity employer where diversity, equity and inclusion is championed in how we build our products, develop our leaders, and strengthen our culture.
Learn more at www.vimeo.com
Learn more at www.vimeo.com/jobs