Outsourced Program Lead, Customer Success

Los Angeles, CA, United States

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.

"Default Together" Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster, reinforce our values, and serve our community, customers and partners better through dynamic collaboration. To reflect this, we practice a "default together" approach and expect our team members to work in an office 4+ days per week.

At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets. If you have a disability or special need that requires accommodation, please don't be shy and contact us at [email protected].

Our Benefits: Snap Inc. is its own community, so we've got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap's long-term success!

Compensation

In the United States, work locations are assigned a pay zone which determines the salary range for the position. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These pay zones may be modified in the future.

Zone A (CA, WA, NYC):

The base salary range for this position is $126,000-$189,000 annually.

Zone B:

The base salary range for this position is $120,000-$179,000 annually.

Zone C:

The base salary range for this position is $107,000-$161,000 annually.

This position is eligible for equity in the form of RSUs.

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