Job description
Director, Vendor Services
Remote | Product and Development | Full-Time
WHO WE ARE
Headquartered in Nashville, Tenn., Ncontracts leads the industry in integrated risk management and compliance solutions, serving over 5,000 financial institutions nationwide. As a seven-time Inc. 5000 Fastest Growing Companies honoree and consistent year-over-year recipient of “Best Places to Work” awards, we offer a thriving, work environment where career growth and life-work balance go hand in hand.
At Ncontracts, you’ll join a team of industry experts dedicated to strengthening the financial services sector through innovation and thought leadership. We’re seeking creative, collaborative, and self-driven professionals across all areas of our business - from developing cutting-edge solutions to sales, marketing, customer support, and beyond. Join us in our mission to make the financial industry stronger and more resilient, while advancing your career in a supportive, dynamic environment that values your unique skills and perspectives.
THE ROLE
The Director of Vendor Services, will lead our continued evolution toward deeper customer relationships and strategic value delivery for our nearly 2,000 Vendor Services clients. As Ncontracts grows and our platform capabilities expand, this role will guide the team’s professional development from operational excellence toward customer success expertise, ensuring our clients maximize their investment and achieve their business objectives. As the Director, you will lead a team of client-facing Managers and Individual Contributors and be a member of both the TPRM Leadership team and the Client Services Leadership team.
Essential Functions
- Develop team capabilities in strategic customer success methodologies alongside current operational excellence.
- Lead initiatives to elevate client relationships from transactional to strategic partnerships.
- Guide team members’ professional development toward high-value customer interactions.
- Develop advanced customer success competencies while maintaining operational excellence.
- Create pathways for team members to expand their skills in customer success and account management.
- Team management: Recruiting, hiring, training, mentoring, daily management, KPI and Metrics reviews.
- Implement new tools, automations, and processes that allow the team to focus more time on high-impact customer interactions.
- Measure effectiveness of programs through metrics, dashboards and regular analysis of our systems and processes.
- Serve as the point of escalation for critical client issues. Partner with customer success, sales, support and product to resolve issues and help remove barriers for the team.
- Maintain deep understanding of Ncontracts products/services and coach your team to speak with customers about the most relevant service offerings/software features/functionality for their specific business needs.
- Foster close relationships with key clients, partners, and other stakeholders to ensure Ncontracts TPRM solution capabilities and value are well understood.
- Monitor and report on the health/risk of assigned accounts across Ncontracts leadership team.
- Be the voice of the customer cross departmentally ensuring customer satisfaction.
Competencies
- Team Development: Experience growing teams’ capabilities and helping individuals advance their careers.
- Process Innovation: Track record of implementing efficiency improvements that elevate team focus to strategic activities.
- Customer Success Evolution: Ability to enhance existing customer relationships through advanced success methodologies.
- Strong Leader: Great recruiter, motivator, mentor, and coach. Considerable interpersonal skills are mandatory, including the ability to establish and maintain effective working relationships with others.
- Excellent communication skills, including writing, articulating, listening, and questioning skills; must be fluent in English. Must be able to effectively communicate both internally and with customers.
- Adept problem solver with ability to identify business problems, propose a solution, and see a problem through to resolution.
- Proactive, positive, self-driven manager with a desire to provide customer service excellence.
- Demonstrable success in thinking strategically, executing tactically while providing consistent and high-level customer satisfaction in a fast-paced environment.
Required Education and Experience
- 7+ years experience in a Customer Success/Account Management/Customer Support role including at least 5+ years of management experience, with proven experience as a manager of managers leading large teams (30+ employees)
- Demonstrable experience motivating a team with a successful customer track record.
- Change Leadership: Proven experience leading organizational transformation and helping teams adapt to new operating models
- Proficient use of Microsoft Office programs, especially Word, Excel and Power Point, and demonstrated ability to learn applications and programs as needed.
Preferred Education and Experience
- Bachelor’s degree.
- Experience enhancing operational teams with customer success best practices.
- Success in implementing technology solutions that improve team effectiveness and customer outcomes.
- Experience using CRM and Customer Success platforms like Salesforce, Gainsight, and Churnzero.
WE OFFER
- A fun, fast-paced work environment
- Responsible PTO Plan that meets or exceeds state and local medical and family leave laws
- 11 paid holidays
- Community and social events to keep you connected and engaged
- Mental Health Benefits
- Medical, Dental and Vision insurance
- Company-paid Group Life Insurance, Short- and Long-Term Disability
- Flexible Spending Account & Health Savings Account
- Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice
- Pet Insurance
- 401 (k) with company match with eligibility on Day 1 of employment
- 2 Paid Volunteer Time Off Days
- And much more!
Compensation Information
Pursuant to state and local law disclosure requirements, the pay range for this role, with final offer amount dependent on education, skills, experience and location is $140,000 to $160,000 per year. This position may be eligible for an annual discretionary incentive award. The incentive award amount is dependent upon company performance and your personal performance and is not guaranteed.
AAP/EEO Statement
Ncontracts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
