Vendor Relationship Manager

The Vendor Relationship Manager oversees and optimizes the relationship between Smartsheet and vendors/partners. You will play a crucial role in strategic planning, operational oversight, and analytical duties to ensure that our vendors are performing according to our goals and standards in Technical Support. This role requires a balance of technical understanding of contact center operations, analytical abilities to assess performance, and interpersonal skills to manage relationships and negotiate contracts effectively.

At Smartsheet Support we empathize and empower others with expert engagements and are the first line of response for our customers to fix issues, share best practices, and advocate for users. Our teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution. The Vendor Relationship manager is part of the Smartsheet Technical Support operations team and report to the Senior Manager, Workforce & Vendor Management

You Will:

• Develop and maintain strong relationships with vendors to ensure they meet or exceed contractual obligations and performance metrics.
• Regularly reviews vendor performance reports and conducts analysis to identify trends, areas for improvement, and opportunities for cost savings or efficiency gains.
• Participate in managing contracts and negotiations with vendors, including terms related to service levels, pricing, and penalties for non-compliance.
• Work closely with internal stakeholders to understand business needs and align vendor services accordingly. 
• Participate in strategic planning to optimize contact center operations and customer satisfaction.
• Oversees quality assurance programs to monitor and evaluate vendor services, ensuring they meet the company's standards for customer service and operational efficiency in collaboration with the Quality Management team.
• Acts as a primary point of contact for any issues or disputes with vendors, facilitating resolutions in a timely and effective manner.
• Prepares and presents detailed reports on vendor performance, insights, and strategic recommendations to senior management.
• Audit monthly invoice/billing from our vendors in collaboration with Finance.
• Partner with the Workforce Management team to ensure accuracy of employee data related to our vendors.
• Perform administrative tasks for onboarding and offboarding vendor employees.
• Perform ad hoc analysis related to vendor services as needed.
• Other job duties as assigned.

You Have:

• 4+ years of delivery management experience or 2+ years of vendor management experience
• Bachelor's Degree in business, mathematics, statistics, or equivalent experience
• Strong analytical skills to assess vendor performance and identify improvement opportunities.
• Excellent verbal and written communication skills in English.
• Good negotiation skills for managing vendor relationships and contracts.
• Knowledge of contact center operations and technology platforms.
• Ability to work collaboratively with internal teams and stakeholders.
• Strategic thinking and problem-solving abilities to align vendor services with business objectives.
• Ability to adapt and exemplify the Smartsheet Way and Core Competencies.
• Experience with Smartsheet

Perks & Benefits:

• HSA, 100% employer-paid premiums, or buy-up medical/vision and dental coverage options for full-time employees
• Equity - Restricted Stock Units (RSUs) for eligible roles
• Lucrative Employee Stock Purchase Program (15% discount)
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• Flexible Time Away Program, plus Incidental Sick Leave
• US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
• US employees receive 12 paid holidays per year
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to Udemy online courses
• Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific) 

Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity and some roles may be eligible for a RSU stock grant upon accepted offer. California & New York: $86,400 to $129,600 | All other US States: $80,000 to $120,000

Get to Know Us:

At Smartsheet, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works—join us!

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Japan, Costa Rica, and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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Department

Technical Support

Job Location

-REMOTE, USA-