Director, Vendor Services

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 :

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 :