Vendor Account Manager

MTM Transit•Richmond, VA

1d•Onsite

About The Position

At MTM, we are not just colleagues; we are collaborators on a shared mission; communities without barriers. We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve. Our company culture is one of innovation, collaboration, and growth. If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you! What will your job look like? The Vendor Account Manager has ultimate responsibility for delivering a high level of service to our vendors every day, ensuring high operational standards and vendor satisfaction within an assigned geographic area. The Vendor Account Manager owns the day-to-day interaction with the vendors, acting as an Account Manager to build and sustain strong working relationships with cross-functional departments and assigned Providers. The Vendor Account Manager also acts as the single point of contact for vendor escalations and ensures appropriate resolution. This role is key to the success of a successful relationship with our Transportation Providers. Position will be onsite in Richmond, VA. Travel to local vendors is required.

Requirements

High School diploma or GED
College Degree or equivalent work experience
Minimum 2 years’ experience as an Account Manager or relevant related experience
1-2 years’ operational experience
Must possess a valid driver’s license
Demonstrate excellent time management skills
Knowledge of transportation logistics
Persuasive negotiator
Must be able to conduct inspections, audits, communicate issues, and corrective actions from an authoritative position but with professional courtesy
Moderate skills in Microsoft Office
Analytical in using data to drive operational and cost improvement
Demonstrate a high level of ownership
Must be able to demonstrate strong customer service skills
Ability to maintain positive and team focused during high stress situations
Strong ability to pay attention to detail
Excellent communication skills
Ability to maintain high level of confidentiality
Must be able to communicate with staff of all job levels professionally
Ability to prioritize assigned projects, incidents, and requests
Ability to identify with customers' needs and circumstances
Ability to recognize, handle and refer situations of an emergent nature
Adhere to all MTM established protocols and policies
Regular attendance

Nice To Haves

Experience in Project Management and/or Contract Negotiations is preferred
Experience in Cost Management is preferred

Responsibilities

Work with the Transportation Provider (TP) to follow through on service issues, troubleshooting problems and concerns, complaints and education
Utilize data to develop and deliver performance improvement plans (PIP), and when needed, assess liquidated damages or termination
Coordinate and conduct provider performance evaluations
Conduct off boarding for providers not meeting standard expectations
Serve as the first point of contact for all vendor service requests and escalations
Own the day-to-day vendor interaction and satisfaction
Conduct on site vehicle inspections and provider audits to verify compliance with MTM and HIPAA guidelines, including random safety audits or observations
Deliver timely, accurate and professional operational support to all vendors within a specified geographic area and Service Level Agreements
Demonstrate proactive leadership by working with internal MTM teams and external client teams, when necessary, to ensure complete resolution of TP issues
Demonstrate proficiency by providing effective consultation to TP’s and guidance to internal team members
Manage and maintain credentialing compliance in accordance with MTM client contracts
Recognize opportunities to educate TP’s contacts on MTM processes when necessary
Work with the Transportation Manager to reduce transportation costs
Build and sustain a strong working partnership with assigned transportation providers
Assist with/participate/facilitate regular provider town hall meetings
Handle inbound service requests and ensure that they are properly assigned or addressed
Liaise with other internal departments as required to resolve vendor’s issues and questions
Provide ongoing support to transportation providers regarding claims, payments, eligibility, utilization management or any other questions impacting provider performance
Meet or exceed assigned KPI’s and business objectives
Meet all provider compliance requirements, including but not limited to inspections, audits and credentialing, ensuring non-compliant Vendors are not performing services for MTM
Submit provider configuration changes to data management team and partner with them to ensure vendor is set up properly in the systems