Senior Client Success Manager

Job Title: Senior Client Success Manager

Reports To: Director, Client Success

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 Client 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 team at The Larkin Company to effectively support our clients and their evolving needs.

The Role (Expectations)

The ideal candidate is someone who is passionate about delivering outstanding end-to-end customer service and is an effective communicator, negotiator, trusted partner, and strategic advisor. They show organized work habits and is a self-starter. They will be flexible as the organization evolves quickly and has the desire and enthusiasm to drive change in a fast-paced environment. They will be responsible for driving initiatives to grow client trust and confidence as their strategic advisor, which ultimately results in revenue growth and client retention. They will leverage their resourcefulness and champion continuous improvement internally and externally, making them an invaluable asset to the team. They are a proactive individual who will take full ownership of client escalations, ensuring rapid resolution and deep root cause analysis. Beyond just fixing problems, you'll be a passionate client advocate, driving cross-functional initiatives to continuously enhance Larkin's value proposition and guarantee client satisfaction with every outcome. They are hungry 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 influence best practice guidance related to leave, ADA accommodations, and claims management.

Requirements

With minimal to no direction from management, proactively:

• Drive and Deliver Gold Standard End-to-End Client Experience: Assume ownership of the overall success of your client portfolio, focusing on client retention, cross-selling growth, tool adoption, and ensuring exceptional client satisfaction metrics
• Client Renewal: Own renewal and growth conversations strategically with clients to maximize revenue, customer value, and satisfaction
• Be a Trusted Partner and Strategic Advisor: Bolser in-depth knowledge about your clients' organizations - executive stakeholders, cross-functional stakeholders and end users to understand their priorities and goals. Be seen as the expert and a key asset to decision making and informing future strategies.
• Be a Trusted Advocate: Develop and implement key strategies to build loyal promoters
• Uncover Insights for Product Optimization and Innovation: Actively seek to understand what drives our clients and convey learnings in an understandable way
• Champion Continuous Improvement: Proactively drive change with a bold, positive, and adaptable attitude fostering a sense of urgency to deliver gold-standard service to both external and internal stakeholders
• Contribute to growing and scaling Client Success team and partner with management to emphasize throughout the team
• Be a mentor to team members
• Partner with other Larkin departments on initiatives that impact multiple business functions

Qualifications:

• 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
• Minimum 3 years of leave of absence administration or a related field in which knowledge and application of federal and state leave laws is necessary
• Minimum 5 years in a client-facing role and a proven track record of being a strategic partner and trusted advisor
• Ability to travel 25% (required)

Skills:

• Negotiation expertise: Be a seasoned negotiator, bringing in the right stakeholders to successfully close
• Consultative nature: Exhibit proficiency as a consultant, with the ability to understand your client's pains, goals, and priorities.
• Customer Focus: Passionate about delivering exceptional service.
• Strong Communication: Excellent written and verbal skills with active listening and strong record in conflict resolution.
• Problem-Solving: Creative and solution-oriented with sound judgment.
• Time Management: Ability to juggle multiple clients, initiatives, and projects in a fast-paced environment
• Business Acumen: Strong ability to understand the client's industry and business goals to personalize your strategy
• Organization & Prioritization: Manages multiple projects, meets deadlines, and adapts to change.
• Technical Skills: Proficient in MS Office Suite and information retrieval.

Key Behaviors:

• Ownership mindset: Take complete ownership of your client portfolio and trajectory.
• Proactive and "scrappy" mindset: Passionate in proactively tackling challenges and no challenge is too daunting to conquer
• Learner: Eager to learn with a positive attitude.
• Teamwork: Collaborates effectively with all teams, across all levels.
• Professionalism: Maintains confidentiality, demonstrates confidence, and upholds company values.
• Adaptability: Stays current with industry changes and client needs.

Salary Description

$100,000.08 - $136,580.16 base annual salary