Outsourced Program Lead, Customer Success

Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company’s three core products are Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world; Lens Studio, an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses, Spectacles.

The Snap Small and Medium Customer (SMC) org is focused on scaled ways to help advertisers grow their own business leveraging our ad products and unique audience. To help drive a positive post-sale experience, we’ve stood up Customer Success Workflows, which operationalizes and outsources categorized groups of related tasks focused on customer success and retention. 

We’re looking for an Outsourced Program Lead, Customer Success to lead the vendor relationship for all of our Customer Success Programs! This role will support several key outsourced workflows by standing up and driving initiatives at vendor sites aimed at improving resolution time, quality, and impact of tasks on both revenue and the customer experience. This role will play an integral part in ensuring we can efficiently service our clients’ needs, remove blockers, and disseminate best practices.   

What you’ll do:

• Lead global relationships across multiple vendors as it pertains to Customer Success initiatives. 

• Manage our vendor footprint across Outsourced Sales Workflows, such as Billing Issues, Technical Integrations, Advertising Reporting, Onboarding and more! 

• Launch and manage new programs to support advertisers at the vendor sites, consistently driving efficiencies and quality. 

• Collaborate cross-functionally to design the program and ongoing enhancements to improve efficiency and quality.

• Work directly with the vendor on headcount and skill needs to support various programs across our global footprint. 

• Provide real-time feedback and process improvements with the vendor. 

• Work cross-functionally with business, creative and technical teams.

• Gain deep knowledge of the sales capabilities and processes. Help drive initiatives to improve sales KPIs and revenue. 

• Up to 25% travel to vendor sites and team meetings. 

Knowledge/Skills

• Ability to effectively operate with high energy and flexibility in a fast-paced, constantly evolving team environment.

• Experience managing vendor partners, communicating across multiple teams and levels.

• Excellent organizational and project/program management capabilities, including the ability to manage multiple tasks with shifting priorities and varying deadlines.

• Detail oriented, rigorous task management across multiple time zones and levels of support.

• Experience working in the tech, media or digital advertising industry as an operations professional with a background in SMB sales and/or high-volume sales. 

Minimum Qualifications 

• Bachelor’s degree in a business or related field with an understanding of digital marketing and an emphasis on mobile or equivalent experience.

• 8+  years of work experience preferably in technology sales and/or vendor management.

• Experience building and maintaining sales initiatives to achieve aggressive targets and KPIs. 

Preferred Qualifications 

• Experience presenting to senior leadership. 

• Ability to work autonomously and collaborate with cross-functional teams. 

If you have a disability or special need that requires accommodation, please don’t be shy and provide us some information.

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