Provider Success Manager

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.