Small Market Business (SMB) Vendor Services Manager

WHO WE ARE

Headquartered in Nashville, Tennessee, Ncontracts leads the industry in integrated risk management and compliance solutions, serving over 5,000 financial institutions nationwide. As an eight-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.

Position Overview

The Small Market Business (SMB) Vendor Services Manager role operates in a dynamic group environment where collaboration, education, and scalable service delivery are key to ensuring successful delivery of Ncontracts’ Vendor Compliance Services. This role focuses on client engagement, driving service execution, maximizing product adoption, strengthening client relationships, and supporting overall retention and account health.

The ideal candidate brings strong customer-facing experience, exceptional communication skills, and a deep desire to learn and understand vendor management and third-party risk programs.

Key Responsibilities

Client Relationship Management

• Collaborate alongside a team of Vendor Service Managers who serve as the point of contact for an assigned portfolio of small market business accounts.

• Build strong, trusted relationships with compliance officers, risk managers, and vendor management leads.

• Guide clients through their post-sales lifecycle, ensuring clarity on service timelines, deliverables, and ongoing expectations.

• Respond to client inquiries and provide guidance on vendor management best practices.

• Identify account risks, service gaps, and opportunities for optimization.

Service Delivery Execution

• Coordinate the gathering of due diligence documentation with our Vendor Operations Team to meet client expectations.

• Assign and oversee work completed by TPRM Specialists, ensuring accuracy and timeliness.

• Monitor progress and communicate key updates, vendor issues, and service completion to clients.

• Support client vendor services onboarding, annual service cycles, and training initiatives as needed.

• Identify opportunities for account growth, including additional tiers, monitoring services, and one-time reviews.

Cross-Functional Collaboration

• Partner with internal teams including Implementation, Customer Success, Vendor Operations, Risk Analysts, and Product to support seamless service delivery.

• Maintain strong working knowledge of Ncontracts’ TPRM software suite and Vendor Management services.

• Recommend process improvements and best practices aligned with regulatory expectations and industry trends.

Core Competencies

• Strong interpersonal and communication skills, with the ability to engage confidently and professionally across a range of client stakeholders.

• Exceptional customer service mindset with the ability to manage complex situations professionally and efficiently.

• Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.

• Strong problem-solving skills and the ability to influence cross-functional teams.

• Ability to deliver product training, explain system functionality, and stay current on product updates.

• Aptitude for identifying cross-sell and up-sell opportunities and routing them appropriately.

Qualifications

Preferred

• Demonstrated experience working with compliance, risk, or operational stakeholders.

• Experience working in a ticketing and/or case management service queue.

• Professional certifications in Vendor Management, Risk Management, or related fields.

Required

• 3+ years of experience in customer success, account management, or a related client-facing role.

• Experience managing multiple client accounts or projects simultaneously.

• Comfort operating in a fast-paced, deadline-driven environment.

WE OFFER ALL REGULAR FULL-TIME TEAM MEMBERS:

• 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!

*Part-Time and Contractor positions are not eligible for company benefits, including paid time off, health insurance, and other employee benefit programs. Full-time temporary employees are eligible for certain group benefits after a waiting period; specific eligibility timing will be provided at the time of offer.

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.