Client Success Manager
$70,000–$107,640 year
On-siteRoseville, California, United States
Job Summary
Drive strategy with internal stakeholders to ensure high client satisfaction while creating sustainable processes and policies. Nurture client relationships from implementation through ongoing partnership by acting as a trusted advisor, including on-site visits. Lead client management calls, resolve escalations using judgment, and present solutions that build client confidence. Investigate program scope changes, manage implementation schedules, and oversee data feed integration with security protocols. Serve as the primary point of contact for cross-functional teams and external partners during the entire contract lifecycle. Deliver management reports, review service agreements, and mentor coordinators. Prioritize tasks to respond to inquiries timely and determine readiness for program go-live.
Required 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
- 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)
Desired Qualifications
- A four-year college degree or a professional certification in a similar or related field preferred
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