Manager, Vendor Services
About The Position
The Manager, Vendor Services leads a team of Vendor Services Managers responsible for delivering high-quality Vendor Services experiences across assigned client segments. This role is accountable for driving service delivery execution, customer adoption, retention, and satisfaction while ensuring clients realize measurable value from their investment in Ncontracts Vendor Services. This leader ensures consistent, scalable service delivery through operational excellence, process standardization, and continuous improvement. The Manager monitors performance across key indicators such as service delivery timelines, customer sentiment, CSAT, NPS, customer health, and retention, and implements strategies to improve outcomes. The role plays a critical part in evolving and scaling Vendor Services practices, strengthening cross-functional alignment, and promoting best-in-class service delivery that supports long-term client adoption and long-term success.
Requirements
- Strong leadership and team development skills.
- Excellent communication skills, both verbal and written.
- Ability to influence cross-functional partners and build alignment.
- High attention to detail, organization, and follow-through.
- Strong analytical and problem-solving capabilities.
- Ability to operate effectively in a fast-paced environment while balancing strategic and tactical work.
- Strong customer-centric mindset with the ability to anticipate needs and deliver solutions.
- Demonstrated ability to standardize processes and drive operational consistency.
- Ability to leverage automation, AI, and digital tools to improve workflows and outcomes.
- Ability to drive innovation while maintaining service quality and reliability.
- 5+ years of experience in Customer Success/Account Management/Customer Support or similar client-facing role
- Leadership experience in customer success, customer support, or service delivery required.
- Experience in a SaaS or business services environment required.
Nice To Haves
- 3+ years of management experience.
- Bachelor’s degree preferred.
- Professional certification related to Vendor Management, Risk Management, or similar discipline preferred.
Responsibilities
- Lead, mentor, and coach Vendor Services Managers to drive performance, accountability, and professional growth.
- Conduct regular performance check-ins, provide feedback, and complete annual performance reviews.
- Support hiring, onboarding, and ongoing development of team members.
- Develop and maintain training materials and best practices for the Vendor Services team.
- Foster a culture of collaboration, ownership, and continuous improvement.
- Provide oversight of vendor management services including due diligence, monitoring, and client deliverables.
- Ensure service delivery timelines, quality standards, and client expectations are consistently met.
- Act as a resource for escalations and complex client situations.
- Guide the team in managing annual service timelines and expectations for assigned clients.
- Design communication frameworks to ensure consistent, proactive updates on vendor issues, service progress, and completion milestones.
- Create and drive strategies for account growth, identifying expansion opportunities and enabling the team to position additional services effectively.
- Establish and maintain standardized, scalable workflows across Vendor Services.
- Identify inefficiencies and implement improvements to increase productivity and reduce errors.
- Drive documentation, standardization, and process clarity across teams and segments.
- Partner with leadership to refine service delivery methodologies, toolsets, and documentation.
- Work closely with Customer Success, Sales, Risk Analysts, Implementation, Product, and Support teams to ensure coordinated service delivery.
- Align priorities, manage handoffs, and ensure clarity across workflows.
- Contribute to broader initiatives that impact client experience and operational effectiveness.
- Monitor and manage key performance indicators including:
- Service delivery timelines
- Customer sentiment and health
- CSAT and NPS
- Retention and adoption
- Translate performance insights into action plans for improvement.
- Identify opportunities to leverage AI, analytics, and system capabilities to optimize workflows and client outcomes.
- Support adoption of digital tools that accelerate time-to-value and improve service scalability.
Benefits
- A fun, fast-paced work environment
- Responsible PTO Plan that meets or exceeds state and local medical and family leave laws
- 11 paid holidays
- Community and social events to keep you connected and engaged
- Mental Health Benefits
- Medical, Dental and Vision insurance
- Company-paid Group Life Insurance, Short- and Long-Term Disability
- Flexible Spending Account & Health Savings Account
- Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice
- Pet Insurance
- 401 (k) with company match with eligibility on Day 1 of employment
- 2 Paid Volunteer Time Off Days
- And much more!
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What This Job Offers
Job Type
Full-time
Career Level
Manager
