Vendor Account Manager

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.

Location: During initial training period, this role will be located on-site at the Lake St. Louis office (hybrid of in-office & Work from home). After training, this role will be 2 days in the office (Tuesday and Thursday) at the Lake St. Louis office and Monday, Wednesday, Friday will be work from home.

What you’ll do:

• 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

What you’ll need: 

Experience, Education & Certifications:

• 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

Skills:

• 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

Even better if you have...

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

• Experience in Cost Management is preferred

What’s in it for you: 

• Health and Life Insurance Plans

• Dental and Vision Plans

• 401(k) with a company match

• Paid Time Off and Holiday Pay

• Maternity/Paternity Leave

• Casual Dress Environment

• Tuition Reimbursement

• MTM Perks Discount Program

• Leadership Mentoring Opportunities

Salary Min: $47,920
Salary Max: $55,000

Equal Opportunity Employer: MTM is an equal opportunity employer.  MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law.  If you are in need of accommodations, please contact People & Culture.