CS/Tech Vendor Manager: Specialty Teams

About SimpliSafe

We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don’t just want you to work here. We want you to grow and thrive here.

We’re embracing a hybrid work model that enables our teams to split their time between office and home. Hybrid for us means we expect our teams to come together in our state-of-the-art office on two core days, typically Tuesday and Wednesday, to work together in person, and teams can choose where they work for the remainder of the week. We all benefit from flexibility and get to use the best of both worlds to get our work done.

Why are we hiring?

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure. 

Simplisafe has quickly emerged as a leader in the home security space, thanks to our commitment to innovation and customer-centric solutions. Our revolutionary approach has set new standards in the industry and we’re seeking individuals to join our growing Customer Experience Specialty team, located both in Boston, MA and Richmond, VA, to help carry out our mission to make every customer feel safe and secure in their home. 

What You’ll Do

SimpliSafe is seeking Vendor Relationship Managers who are passionate about our people, our products, our processes, our services, and most importantly, our customers. You'll be responsible for maintaining, growing, and fostering positive and effective relationships with our vendors/partners. In doing so, you will establish standards, improve efficiency and effectiveness, collect data to drive our strategy, and propose enhancements that will improve the quality of our offerings. The ideal candidate must be resilient, willing to take strategic risks, and have a keen eye for detail! If you are a strong leader who sees challenges as opportunities to innovate and improve, enjoys building meaningful working relationships and driving program success  -  this is the career for you!

Primary Responsibilities Include:

• Develop, maintain, and foster strong relationships with vendors, suppliers, and internal partners
• Propose contract amendments based on the need of the business 
• Monitor and report vendor performance metrics with recommendations for improvement
• Identify and escalate areas of improvement for vendor operations
• Works closely with vendor teams and internal team to improve operational effectiveness and efficiency
• Streamline processes and develop standard operating procedures
• Establish program KPIs, OKRs, and develop and distribute reports based on business cadence needs
• Perform status MORs providing updates to targeted audience
• Create reporting, escalation, communication mechanisms for transparency and efficiency in operation 
• Conduct monthly, quarterly, and annual reviews 
• Evaluate vendor performance against competitors to ensure we are up to par or exceed industry standards
• Influence internal and external partners based on customer feedback and agent ability 
• Monitor overall program performance / relationship to make quarterly program recommendations
• Hold vendors accountable for all contractual obligations
• Deploy internal team for project work such as, but not limited to: content updates, training assistance, live support, escalations, technical expertise 
• Work closely with manager to evaluate health and growth of the program 

What Values You’ll Share

• Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
• Aim High - Always challenging ourselves and others to raise the bar.
• No Ego - Maintaining a “no job too small” attitude, and an open, inclusive and humble style.
• One Team - Taking a highly collaborative approach to achieving success.
• Lift As We Climb - Investing in developing others and helping others around us succeed.
• Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.

Minimum Qualifications

• Bachelor's degree in project management, business administration, or a related field (or equivalent experience).
• 3+ years of experience in vendor management, preferably within the security industry.
• Proven ability to develop and execute project plans, including timelines, resource allocation, and budgets.
• Strong understanding of vendor data and ability to deploy strategy
• Ability to establish and maintain strong working relationships with vendors and suppliers
• Excellent communication, collaboration, and interpersonal skills.Ability to prioritize tasks, manage time effectively, and work independently.
• Strong stakeholder management skills with ability to manage expectations of each project/program
• Ability to escalate and identify risks by coming with prepared recommendations and solutions
• Strong ability to identify data needs, organize data, and report trends / insights to all parties
• Experience in Google Suite and/or Microsoft Office 

Preferred Qualifications

• 2+ years of experience with home security systems and or the broader security industry
• Experience using Sprinklr, Tableau, a customer interaction management tool, or similar platforms.
• Experience with project management software (e.g., Asana, Jira).
• Six Sigma/Lean Certification/Knowledge
• Project Management Professional (PMP) certification or equivalent.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.  Likewise, we are committed to full support of qualified individuals in hiring and employment. In keeping with this commitment, we will work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact careers@simplisafe.com.

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Last updated on Aug 19, 2024