Provider Success Manager

Job Summary

The Lawyer Services Division of LegalShield is tasked with building and maintaining the 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. The Provider Success Manager plays a critical role in ensuring that our network of lawyers is well informed, well versed in all things LegalShield, and focused on the organization's success.

The Provider Success Manager will be responsible for achieving weekly and monthly goals and objectives of the Provider Success Team, and individually for their assigned law firms.

Operating with a moderate to high degree of independence, the Provider Success Manager works with their assigned firms to monitor individual firm SLA’s, deliver on their individual 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 improve firm and attorney performance.

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 the ability to maintain autonomy while working on multiple simultaneous projects and duties.

Responsibilities

Position Responsibilities

Coach and Train

• Coach and train firms, attorneys and staff on best practices, policy, and tech updates; monitor metrics and evaluate KPI’s against goals; guide overall performance of assigned law firms/attorneys.
• Support implementation of new technology and ensure it meets business needs.
• Make recommendations regarding how to best use technology to optimize employee, attorney, and member experiences.
  
  

Monitor

• Identify key metrics and collect data to make recommendations for areas of improvement across all firms and attorneys.
• Make scheduled check-in calls with firms and document topics discussed (NPS, callback time, SLA compliance, survey response rates, associate engagement activities, tech updates, issue remediation, etc.)
• Ensure firms/attorneys are meeting productivity and quality goals, service level agreements, Company, and Member expectations. Manage and address any issues.
• Ensure that the Company’s Code of Conduct standards are practiced and maintained.
• Oversee management of complaints, inquiries, and other member issues to ensure they are resolved appropriately and in a timely and efficient manner.
  
  

Liaison & Advocate

• Provide firms/attorneys with the support they need to service our members and address all coverage, fee, billing and other questions and issues with attorneys in a timely manner to maximize firm/attorney NPS.
• Manage the review of coverage issues and appeals and ensure proper handling.
• Work with the accounting team to understand and evaluate any billing issues and ensure they are addressed with assigned firms.
• Support business development activities and initiatives to achieve membership growth goals.
  
  

Other

• Other duties as required or assigned. 
  
  

Education, Knowledge and Experience

• Bachelor’s degree from an accredited university preferred
• 2 years of law firm or attorney management experience (preferred)
• 1 year in a leadership role (preferably with LegalShield)
• Solid understanding of LegalShield products and systems
• Demonstrated ability of leading a team, managing performance, and effectively developing team members to achieve goals. 
• Success as a leader who can create and maintain a culture of empowerment, development, ownership, and accountability.
• Effective communication, collaboration, and influence skills
• Ability to maintain confidentiality of sensitive/confidential situations and documentation.
• Ability to communicate effectively with attorneys and firm staff about sensitive legal matters.
• Strong understanding of legal, coverage and fee issues
• Ability to express empathy and resolve stressful situations in a calm and positive manner.
• Ability to evaluate processes and systems to create opportunities for change and support the company’s strategic plan
• Proficiency with computers, including Microsoft Office applications (Word, Outlook, Teams, Excel, Power Point) and Zoom
• Strong work ethic with the ability to self-start, prioritize, and multi-task a high-volume workload
• Ability to analyze and solve problems, perform complex tasks, and prioritize independently
• Excellent customer service skills
• Display a positive, motivating attitude and flexibility
• Ability to speak in front of groups and make presentations
• Detail oriented
  
  

FLSA Status

Exempt

Physical Requirements/ Work Environment

• Extended periods of working on a computer and speaking with others
• Extended periods of sitting at a desk
• Periodic travel (Several times/year) for site visits and conferences. May require airline travel and overnight stay of 1-3 days.
• If remote, monthly travel to home office in Ada, Oklahoma. May require airline travel and overnight stay of 3-5 days.
• Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions.
  
  

Additional Information

Location:

Ada

Department

9372 Lawyer Services

Time Type

Full time

Commitment to Equal Opportunity

PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.

If you require a reasonable accommodation to complete the application process, please contact Human Resources at: humanresources@legalshieldcorp.com.