Vendor Success Manager
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Job Description
Vendor Success Manager improving third-party vendor performance for Lessen, a tech-enabled property-services provider. Managing affiliate relationships, dispatch plans, coaching, metrics, sourcing, and escalations.
Responsibilities:
- Serve as the Lessen point of contact for business relationships with affiliates and maintain knowledge of affiliates’ services, locations, capacity, pricing, priorities, needs, and capabilities
- Conduct regular affiliate touchpoints, including performance metric reviews, education, best-practice sharing, performance improvement plans, compliance, and pricing management
- Own affiliate performance metrics and the depth and quality of the regional affiliate network
- Own and manage the dispatch plan, including work distribution, plan effectiveness, affiliate capacity, and workflow bottlenecks
- Identify sourcing needs and work with the sourcing team to onboard high-potential affiliates
- Set performance expectations and provide oversight and coaching during affiliates’ initial work orders
- Communicate market performance and top affiliates by trade to client account teams and regional customer leadership
- Manage high-priority inbound affiliate escalations
- Visit Lessen offices frequently to work with Operations, SMEs, SDMs, and other counterparts
- Represent the affiliate voice within Lessen and provide feedback to improve technology, operations, billing, and compliance
Requirements:
- 7+ years of technical experience (HVAC, electrical, plumbing, general maintenance) required
- 7+ years of experience in vendor management, property maintenance or management, or construction required
- Previous experience in a customer service environment preferred
- Associates or Undergraduate degree preferred or equivalent experience
- Maintenance or property management knowledge required
- Industry trade knowledge: HVAC, electrical, plumbing, general maintenance required
- Strong leadership skills with experience managing third party vendors
- Self-directed and motivated with the ability to succeed working remotely
- Demonstrated analytical skills and an ability to make timely decisions in a logical, effective manner
- Extensive travel within assigned regions required
- Must be available outside of business hours via phone or email
- Basic computer skills; proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) required
Benefits:
- Competitive compensation
- Health, Dental, Vision, Life, Disability options
- 401K retirement savings plan
- Paid vacation, federal and floating holidays
- Maternity/Paternity Pay
- Career advancement opportunities
- All the tools you'll need to be successful
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