About 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.
About The Role
The Client Success Manager is a pivotal role within our organization, responsible for fostering strong relationships with clients from onboarding through ongoing partnership. This role involves acting as a trusted advisor, managing client programs, and ensuring high levels of satisfaction by delivering strategic guidance and operational support. The successful candidate will work closely with internal teams, including operations and client success coordinators, to implement and optimize client programs. They will proactively identify opportunities for process improvements, manage escalations, and present insights and recommendations to clients. This role requires excellent communication, organizational skills, and a deep understanding of leave laws and disability management practices. The Client Success Manager will also participate in company initiatives to promote growth and operational excellence, contributing to a collaborative and dynamic work environment.
Qualifications
- A four-year college degree or a professional certification in a related field preferred, or equivalent combination of education and experience
- Minimum of 3 years of leave of absence administration or related experience with knowledge of federal and state leave laws
- Proven experience in managing client relationships successfully
- Strong passion for delivering excellent customer service
- Willingness to learn and maintain a positive attitude
- Excellent organizational and quantitative skills
- Exceptional verbal and written communication skills, including active listening and question-asking abilities
- Experience in presenting and adapting content to diverse audiences
- Ability to manage multiple projects and meet deadlines efficiently
- Flexibility and agility to adapt to changing priorities and scopes
- Attention to detail and sound judgment in decision-making
- Confidence and professionalism in all interactions
- Proficiency in MS Excel and MS Word
- Ability to interpret, edit, and utilize various informational documents and resources
- Understanding of legal, policy, and procedural updates related to leave and disability laws
- Effective communication skills for working with vendors, team members, and clients
- Willingness and ability to travel as required
Responsibilities
- Proactively drive strategy with internal stakeholders to ensure high client satisfaction and develop sustainable processes and policies
- Nurture client relationships from onboarding through ongoing partnership, including on-site visits and meetings
- Lead client management and implementation calls, ensuring all action items are addressed and resolved
- Recommend best practices on client policies and processes using benchmarking data
- Work collaboratively with internal teams to resolve escalations, including challenging conversations and problem-solving
- Present to clients with thorough preparation, clear communication, and professionalism to build trust and confidence
- Investigate scope-creep or change requests, strategizing with stakeholders to review and realign program scope and pricing
- Serve as the main point of contact and project manager during implementation and ongoing partnership, ensuring alignment and success
- Deliver management reports and perform analysis of client programs
- Prepare and review service agreement amendments, facilitate review processes, and coordinate contract updates and negotiations
- Prioritize tasks effectively, respond promptly to client inquiries, and manage deadlines
- Draft and review client-facing communications and approve all outgoing messages
- Manage implementation schedules, reorganize tasks as needed, and present deliverables such as leave packets and process flows
- Oversee data feed integration and testing, ensuring security protocols are maintained
- Determine readiness for program go-live and obtain consensus from clients and internal teams
- Mentor and train Client Success Coordinators as needed
- Perform additional duties as assigned to support business growth and operational efficiency
Benefits
- Competitive salary package
- Comprehensive training on leave laws including FMLA, CFRA, CA PDL, ADAAA, FEHA, and others
- Opportunities for professional development and career growth
- Supportive and collaborative work environment
- Flexible work arrangements and travel opportunities
- Health, dental, and vision insurance options
- Paid time off and holidays
- Participation in company initiatives and projects for broader impact
Equal Opportunity
The Larkin Company is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, ethnicity, gender, age, religion, sexual orientation, disability, or any other protected status.