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About the Role

The ideal candidate will possess strong communication skills, organized work habits, open-mindedness, and a keen attention to detail. They should be capable of working autonomously in a fast-paced environment while also contributing positively to the team. This role requires a desire to learn, strong research skills, and the ability to interpret and advise on employer policies, federal/state laws, and best practices related to leave, ADA accommodations, and claims management. The position involves resolving escalations, acting as the client's advocate, and collaborating with operations to solve issues. Participation in company activities and projects to foster growth is also expected.

Responsibilities

Drive strategy with internal stakeholders to ensure client satisfaction and create sustainable processes and policies.
Nurture client relationships from implementation through ongoing partnership, acting as a trusted advisor.
Lead client management and implementation calls, ensuring all action items are resolved.
Provide recommendations on best practices for client policies and processes using benchmarking data.
Resolve internal and external escalations through collaboration and problem-solving.
Present to clients effectively, demonstrating preparation, strong communication, and expertise.
Investigate program scope-creep or change requests and realign scope and pricing with clients.
Serve as the main point of contact and project manager for internal and external teams during implementation and ongoing partnerships.
Deliver management reports and analysis of client programs.
Prepare and review service agreement amendments and coordinate contract updates/negotiations.
Prioritize internal and external tasks and respond to client inquiries promptly.
Draft and review assignments created by the Client Success Coordinator and approve client-facing communications.
Manage implementation schedules and present deliverables.
Oversee data feed integration and testing, adhering to security protocols.
Determine readiness for transition from implementation to program go-live and obtain consensus.
Mentor Coordinators and provide training.
Perform other duties as assigned.

Requirements

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 requiring knowledge and application of federal and state leave laws.
Previous relevant experience in successfully managing client relationships.
Strong passion for providing excellent customer service.
Willingness to learn and a positive attitude.
Excellent organizational and quantitative skills.
Proven excellent verbal/written communication skills, including active listening and the ability to ask helpful questions.
Relevant experience in presenting and the ability to pivot from standard presentations.
Ability to manage work across a variety of needs and deadlines.
Agility and flexibility to prioritize and adapt to changes.
Excellent follow-through and sound judgment.
Demonstrates confidence and professionalism.
Excellent attention to detail.
Solution-driven approach using creative and diverse methods.
Strong knowledge of MS Excel and MS Word.
Ability to comprehend, edit, and use various informational documents.
Ability to efficiently manage multiple projects.
Ability to stay informed of changes in law, policy, methods, and procedures.
Ability to communicate effectively and collaborate with vendors, team members, and management.
Ability to travel.

Skills

Communication skills
Organized work habits
Attention to detail
Research skills
Interpreting employer policies
Interpreting federal/state laws
Interpreting best practice guidance
Leave administration
ADA accommodations
Claims management
Problem-solving
Collaboration
MS Excel
MS Word
Project management
Client relationship management
Presentation skills
Active listening

Location

Remote

Work Type

Full-time

Experience Level

3+ years

Education Level

Bachelor's degree or equivalent experience

About the Company

The Larkin Company is a leave and disability claims company focused on providing a personal touch with a forward-thinking, modern, and creative approach.
The company prides itself on exceptional service, combining expert knowledge in leave and disability claims administration with a friendly, supportive, and professional approach.
A genuine passion for providing great service drives the company's customer focus.
The team is highly collaborative and hardworking, with a people-centric focus and a commitment to client experience and interdepartmental needs.
The work environment is refreshing, fun, and supportive, while maintaining a culture of high quality, efficiency, and professionalism.
The Customer Success team is responsible for business development, client implementations, and relationship management, focusing on building long-term partnerships.
The team partners with all other departments to effectively support clients and their evolving needs.