Provider Success Manager

Job Description:

• Establish and maintain positive working relationships with provider law firms
• Serve as the primary point of contact for assigned provider law firms
• Serve as the internal LegalShield advocate for assigned law firms
• Monitor service-level agreements, contractual adherence, deadlines, and quality standards
• Address and resolve issues or disputes in provider law firm relationships
• Track and evaluate provider performance using quality, timely delivery, and customer satisfaction metrics
• Work with provider law firms to improve service delivery, product quality, and contract compliance
• Report provider performance to senior management and recommend improvements
• Ensure provider law firms meet regulatory, legal, and company compliance requirements
• Identify risks and implement corrective actions
• Identify cost savings and efficiency improvements
• Continuously evaluate and improve management processes
• Implement best practices and industry trends to optimize relationships and business outcomes
• Deliver performance improvement plans and develop performance targets with the Vice President of Lawyer Services
• Train firms on best practices and technology
• Resolve member issues and support business development initiatives

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.)
• Extended periods of working on a computer and speaking with others
• Extended periods of sitting at a desk
• Periodic travel for site visits and conferences; may require airline travel and overnight stay

Benefits:

• medical, dental, and vision coverage
• company-paid short-term disability and basic life and AD&D insurance
• 401(k) retirement plan with company match
• paid time off
• paid holidays
• paid sick leave
• paid parental leave
• LegalShield and IDShield membership plans
• Reasonable accommodation for individuals with disabilities
• Periodic travel for site visits and conferences