Vimeo is home to over 200 million members, helping businesses & professionals thrive with video. Our Customer Support team is dedicated to helping our customers quickly & effectively utilize our products & services to create impactful & meaningful experiences through video.
Reporting to the VP of Customer Support, this role will be responsible for managing the relationship & 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 youll do:
- Build & maintain strong relationships with our internal procurement team & external support partners
- Drive partner performance & 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 & measurements that provide clear quantitative insights
- Report insights on partner operations effectiveness & customer experience
- Deliver continuous improvement by maximizing process improvements, technological scale & relentless accountability
Skills & knowledge you should possess:
- 5+ years of experience in a support partner or vendor management role
- Experience working in live SaaS & enterprise environments with 24/7 availability
- Experience managing globally distributed partners with varying cultural & social values
- Ability to deeply understand the health & performance of a support team through data & metrics
- Ability to communicate complex ideas & abstract concepts through data & written reports & presentations
- History of driving successful change & improvement with impactful & measurable results
Vimeo is the worlds leading professional video platform & community. We empower over 200 million users from creatives to entrepreneurs to the worlds largest brands to grow their business with video. Our products make it easy to create high-quality, impactful videos & to reach teams, audiences & customers anywhere.
Vimeo is powered by a growing team of over 650 passionate, dedicated humans. Were headquartered in New York City with offices around the world. We believe our impact is greatest when our workforce represents the diverse & global community that we serve, & were proud to be an equal opportunity employer where diversity, equity & inclusion is prioritized in how we build our products, leaders & culture. Learn more at www.vimeo.com/jobs.