Provider Success Manager

Overview

The organization is seeking a Provider Success Manager to support a network of provider law firms. This role monitors service-level agreements (SLAs), coaches attorneys, and drives performance improvements. Working with a moderate to high degree of independence, the Provider Success Manager serves as the primary liaison between the organization and assigned firms to help meet quality and productivity standards while enhancing the member experience.

This position trains provider firms on best practices and technology, monitors firm performance, resolves member issues, and supports business development initiatives.

Responsibilities

• Establish and maintain positive working relationships with provider law firms
• Serve as the primary point of contact for assigned provider law firms, ensuring clear and effective communication
• Act as the internal advocate for assigned law firms by representing firm interests and coordinating with internal teams
• Monitor performance to ensure adherence to contractual agreements, deadlines, and quality standards
• Address and resolve issues or disputes that arise during the firm relationship
• Track and evaluate performance using key metrics such as quality, timely delivery, and customer satisfaction
• Work with provider law firms to improve service delivery, product quality, and contract compliance
• Regularly report provider performance to senior management and recommend 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

Qualifications

• 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.)

Preferred Qualifications

• Vendor management tools experience (the posting lists vendor management software such as SAP and Oracle; it is not explicitly stated whether tools are a requirement)

Compensation & Benefits

• Compensation: $50k–$80k
• 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, and paid parental leave
• Membership plans: LegalShield and IDShield
• Additional benefits may apply based on position and eligibility

Location

• Remote – United States
• Fully remote; occasional travel to corporate offices or company events may be required based on business needs
• Periodic travel for site visits and conferences may require airline travel and overnight stays

Employment Type & Status

• Employment Type: FT
• 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 for site visits and conferences; may require airline travel and overnight stay
• Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions

Application Timeline

• Application deadline: anticipated to close on November 1, 2026

Equal Opportunity

The employer is an equal opportunity employer and provides consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, basis of disability, or any other federal, state or local protected class. Retaliation against individuals who bring forth concerns (or participate in investigations) is prohibited.

If reasonable accommodation is needed to complete the application process, contact Human Resources.