Provider Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Build and sustain positive working relationships with provider law firms.

• Act as the main point of contact for designated provider law firms.

• Serve as the internal advocate for LegalShield concerning assigned law firms.

• Oversee service-level agreements, contractual compliance, deadlines, and quality benchmarks.

• Address and resolve conflicts or issues in relationships with provider law firms.

• Monitor and assess provider performance using metrics related to quality, timely delivery, and customer satisfaction.

• Collaborate with provider law firms to enhance service delivery, product quality, and adherence to contracts.

• Report on provider performance to senior management and suggest areas for improvement.

• Ensure that provider law firms comply with regulatory, legal, and company standards.

• Identify potential risks and put corrective measures in place.

• Recognize opportunities for cost savings and efficiency enhancements.

• Continuously assess and refine management processes.

• Apply best practices and industry trends to enhance relationships and business results.

• Deliver performance improvement plans and set performance objectives alongside the Vice President of Lawyer Services.

• Provide training to firms on best practices and technological tools.

• Resolve member-related issues and support business development efforts.

⛳️ Requirements

• Preferred: Bachelor’s degree in Business, Management, or a related field (or equivalent professional experience).

• At least 1 year of experience managing third-party teams, such as contact center vendors or third-party partners.

• Strong negotiation and management capabilities.

• Experience collaborating with cross-functional teams (e.g., Legal, Operations).

• Excellent communication, interpersonal, and relationship-building skills.

• Strong analytical and decision-making skills.

• Detail-oriented with an emphasis on precision and efficiency.

• Knowledge of industry best practices and regulatory compliance concerning vendor management.

• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) and vendor management software (e.g., SAP, Oracle, etc.).

• Ability to work extensively on a computer and communicate with others.

• Capable of prolonged periods of sitting at a desk.

• Willingness to travel periodically for site visits and conferences; may require air travel and overnight stays.

🏝️ Benefits

• Medical, dental, and vision insurance coverage.

• Company-funded short-term disability and basic life and AD&D insurance.

• 401(k) retirement plan with company matching contributions.

• Paid time off.

• Paid holidays.

• Paid sick leave.

• Paid parental leave.

• LegalShield and IDShield membership plans.

• Reasonable accommodations for individuals with disabilities.

• Occasional travel for site visits and conferences.