Vendor Customer Success Manager

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Requirements:

• Proven experience operating in a Customer Success, Vendor Management, or BPO Operations function; any global or multi-regional exposure is advantageous.
• Demonstrable knowledge of how to effectively manage outsourced vendor relationships and drive performance improvements.
• Excellent written and verbal communication, assertiveness, and strong relationship building skills.
• Proficient understanding of how, and when, to leverage supporting tools & systems to achieve measurable business improvements
• Capability to lead through influence and governance rather than direct management.
• To be a proactive self starter; decisive, and able to quickly pivot and implement improvement opportunities with agility.
• Excellent analytical and problem-solving skills, with a strong attention to detail and process focused mindset.
• Ability to deliver timely and constructive feedback to both internal and external stakeholders
• Intermediate User knowledge of IT systems and Applications (Google Suite/ Microsoft Office).
• Flexibility to work effectively across time zones and cultures.

Responsibilities:

• Lead and execute against a site strategy for your key account / Service Partner effectively delivering KPI / operational improvements through effective governance.
• Be the primary point of contact for your Service Partner region/site, building and maintaining strong relationships that drive high stakeholders satisfaction.
• Provide regular updates and visibility to both Wayfair and service partner stakeholders leading WBRs for your site, and providing weekly narrative through weekly email updates.
• Leading on change adoption, assuring that process changes and adherence is effectively tracked and adopted across your service partner site(s)
• Effective and timely escalation of issues that arise which are blocking progress to site strategy or contracted standards.
• Maintain an onsite in person presence by attending on site once a month including all QBRs (this includes global travel to Europe & Asia (this role requires a minimum of 50% travel time)