Vendor Relationship Manager

Smartsheet is a tech company with a human story to tell. We’re here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We’re revolutionaries – so for us changing the way the world works is all in a day’s work.

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 …