Client Success Manager

Description

Job Title: Client Success Manager

Reports To: Senior Client Success Manager

FLSA Status: Exempt

The Company

We are a highly experienced and successful leave and disability claims company. The Larkin Company prides itself on providing a personal touch. With a forward-thinking, modern and creative approach, we take strong pride in the exceptional service that we provide to our clients and their employees. What makes us unique is the combination of our expert knowledge in the fields of leave and interactive process administration, and disability management, coupled with our personal, friendly, supportive, and professional approach to customer service. Providing an excellent customer experience is not only a continuous goal of ours at The Larkin Company, but it is something that we continuously achieve; evidenced in the feedback that we receive from our clients and their employees. Our customer focus does not originate from a feeling that “we must provide good service”, but instead a genuine passion to provide great service.

The Team

While we are not located in the same physical office, we are a highly collaborative, hardworking team. We have a people-centric focus on our team, as well as a commitment to a fulfilling client experience while balancing interdepartmental needs. We enjoy a refreshing, fun, and supportive work environment; while maintaining a culture which demands high quality, efficiency, and the utmost professionalism. The Customer Success team is responsible for business development as well as ongoing client implementations and relationship management, with a focus being on finding the right long-term partners for The Larkin Company. We work to build strong relationships with our clients starting during the implementation process and continuing throughout the partnership. We partner with every other team at The Larkin Company to effectively support our clients and their evolving needs.

The Role (Expectations)

The ideal candidate will be someone who can demonstrate an appreciation for outstanding customer service and have strong communication skills, show organized work habits, open-mindedness and a strong attention to detail. They should be able to work autonomously in a fast-paced work environment, and also able to contribute to The Larkin Company team, by being a friendly, helpful, and valued team member. Someone who desires to learn and has strong research skills with an exceptional ability to read, interpret, and advise employees/employers on employer policies, federal/state laws and best practice guidance related to leave, ADA accommodations, and claims management. We want someone who will not only work with the Customer Success team to quickly resolve escalations but also be the voice of our client’s needs and working collaboratively with Operations to solve issues. In addition, we would expect them to participate in other company activities and projects to help grow the company and therefore creating broader success for themselves and their colleagues.

Job Duties and Essential Functions:

With minimal to no direction from management, proactively:

• Drive strategy with internal stakeholders to ensure that client satisfaction is high while creating sustainable processes and policies with clients and internal business teams
• Nurture client relationships beginning with implementation through ongoing partnership by being a trusted partner and strategic advisor. This includes on-site visits/lunches.
• Lead client management and implementation calls and ensure all action items are resolved
• Drive recommendations on best practices on client policies and processes leveraging Larkin’s benchmarking data
• Use good judgement to work with internal stakeholders to resolve internal and external escalations, which may involve challenging conversations and collaboration to address issues and determine solutions, resulting in stronger internal and external relationships
• Present to clients in a way that exhibits preparation, strong communication skills, content flow, organization, expertise, and builds client confidence and trust in The Larkin Company
• Investigate program scope-creep or change requests, strategizing with internal stakeholders as needed to review and realign program scope and pricing with client
• Serve as the main point of contact and project manager for both cross functional internal teams as needed and external teams during the implementation and ongoing partnership and confirm alignment throughout implementation to ensure success (e.g. prep meetings, discussing regulatory research, conducting policy review, etc.)
• Deliver management reports and analysis of client programs
• Prepare and review service agreement amendments and facilitate review process with internal and external parties, as well as contract updates/negotiation coordination with internal and external parties from start to finish for the entire lifecycle of the contract
• Prioritize internal and external tasks and initiatives appropriately and respond to client inquiries in a timely manner
• Draft and review assignments created by the Client Success Coordinator and approve all client facing communications
• Manage implementation schedule and reorganize tasks to meet objectives as well as present deliverables such as leave packets and process flows
• Oversee data feed integration process; manage data feed testing closely in alignment with security protocols
• Ability to determine readiness for transition from implementation to program go live and obtain consensus from client and cross functional teams
• Mentor Coordinators and provide training as needed
• Perform other duties as assigned to meet business needs

Requirements

Qualifications, Skills and Experience required:

• A four-year college degree or a professional certification in a similar or related field preferred, or any equivalent combination of education and related experience is required
• At least 3 years of leave of absence administration or a related field in which knowledge and application of federal and state leave laws is necessary
• Previous relevant experience in successfully managing client relationships
• Strong passion for providing excellent customer service
• Willingness to learn and a positive attitude
• Excellent organizational, quantitative skills
• Proven excellent verbal/written communications skills including active listening and the ability to ask helpful questions to deliver clear and concise insight internally and externally
• Relevant experience in presenting and able to pivot from standard presentation as needed
• Ability to manage their work across a variety of needs and deadlines
• Agility and flexibility to prioritize and adapt accordingly despite changes in scale, scope, or deadline
• Excellent follow through in a timely manner, and sound judgement
• Demonstrates confidence and professionalism
• Excellent attention to detail
• Solution driven using creative and diverse ways, while still upholding company values, to approach a problem and answer a question
• Strong knowledge of MS Excel and MS Word
• Ability to comprehend, edit, and use a variety of informational documents including but not limited to online resources and client policies
• Ability to efficiently manage multiple projects
• Ability to keep abreast of any changes in law, policy, methods, procedures, etc. as they pertain to clients
• Ability to communicate effectively and work closely with vendors, fellow team members, managers, and other regardless of team or level
• Ability to travel (required)

When this role is being performed at a high level, the Client Success Manager will be viewed as a supportive colleague and a valuable "go-to" resource for our clients as Client Success determines and requests.

Extensive training on FMLA, CFRA, CA PDL, ADAAA, FEHA and other state laws pertaining to leave and ADA administration is a part of the onboarding process.