Provider Success Manager

PPLSI

3d•$50,000 - $80,000•Remote

About The Position

The Provider Success Manager plays a vital role in supporting LegalShield’s network of law firms by monitoring service-level agreements, coaching attorneys, and driving performance improvements. Operating with a moderate to high level of independence, this role serves as the key liaison between LegalShield and assigned firms, ensuring they meet quality and productivity standards while enhancing the member experience. Responsibilities include training on best practices and technology, monitoring firm performance, resolving member issues, and supporting business development initiatives. LegalShield provides affordable legal advice and representation for individuals, families, and businesses through a network of provider law firms. The Lawyer Services division is tasked with building and maintaining our network of top performing law firms and lawyers who service our members. To achieve that goal, we strive to build relationships based on mutual trust, shared capabilities, transparency and a commitment to maximizing the member experience. We are seeking a highly organized, detail-oriented, self-starter to join our team of Provider Success Managers (PSM). PSMs will be responsible for ensuring that their assigned provider law firms’ interaction with members is optimized, and relationships are nurtured to align with the company's business goals. This role requires a bold and collaborative individual who is able to exert influence through excellent communication, compelling information and a rigorous, disciplined framework. Operating with a moderate to high degree of independence, the PSM works with their assigned firms to monitor individual firm SLA’s, deliver on their assigned firm/attorney performance improvement plans, and acts as the liaison between LegalShield and their assigned law firms. The Provider Success Manager, working with the Vice President of Lawyer Services, will identify individual firm and attorney performance targets and develop new and innovative ways to enable the success of their assigned provider law firms. The Provider Success Manager must have the ability to communicate effectively, collaborate with internal and external teams, meet deadlines, display organization, and time management, and maintain autonomy while working on multiple simultaneous projects and duties.

Requirements

Bachelor’s degree in Business, Management, or a related field (or equivalent work experience) preferred.
1 year of experience managing third party teams, such as contact center vendors, third party partners, etc
Strong negotiation and management skills.
Experience working with cross-functional teams (e.g., Legal, Operations).
Excellent communication, interpersonal, and relationship-building skills.
Strong problem-solving and decision-making abilities.
Detail-oriented with a focus on accuracy and efficiency.
Knowledge of industry best practices and regulatory compliance related to vendor management.
Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) and vendor management software (e.g., SAP, Oracle, etc.).

Responsibilities

Establish and maintain positive working relationships with provider law firms.
Serve as the primary point of contact for assigned provider law firms, ensuring communication is clear and effective.
Serve as the internal LegalShield advocate for assigned law firms, representing their interests and navigating internal teams on behalf of their firms
Monitor performance and ensure adherence to contractual agreements, deadlines, and quality standards.
Address and resolve any issues or disputes that arise during the provider law firms relationships.
Track and evaluate performance based on key metrics such as quality, timely delivery, and customer satisfaction.
Work with provider law firms to improve service delivery, product quality, and compliance with contracts.
Regularly report on provider performance to senior management and make recommendations for improvements.
Ensure provider law firms meet all regulatory, legal, and company compliance requirements.
Mitigate risk by identifying potential issues in relationships and implementing corrective actions.
Identify opportunities for cost savings and efficiency improvements.
Continuously evaluate and improve management processes to increase efficiency and effectiveness.
Implement best practices and industry trends to optimize relationships and business outcomes.