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.