[Hiring] Vendor Account Manager @MTM Transit

Role Description

The Vendor Account Manager will have 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 would own 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. This role is key to the success of a successful relationship with our Transportation Providers.

Location: Candidates must reside in the State of Wisconsin. Some travel will be required.

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).
• Coordinate and conduct monthly provider performance evaluations.
• Conduct offboarding 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.
• 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.
• Utilize Salesforce as the single source of truth for managing vendor interactions and credentialing compliance.
• Recognize opportunities to educate TP’s contacts on MTM processes when necessary.
• 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 the data management team and partner with them to ensure the vendor is set up properly in the systems.

Qualifications

• 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.

Requirements

• 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 a 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.

Benefits

• 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.