Director, Client Account Manager

4 weeks ago

New York, New York, United States ZINNIA Full time
Role Overview

Zinnia is seeking a highly skilled and experienced professional to fill the role of Director, Client Account Manager. As a key member of our team, you will be responsible for leading and managing key client delivery relationships, driving overall client and end-customer experience, and measuring success through client satisfaction, strategic leadership, and optimized client support.

Key Responsibilities
  • Ensure Zinnia meets business commitments and resolves issues promptly for client satisfaction.
  • Own and manage the client relationship within the Zinnia framework, overseeing project delivery, day-to-day operations, service delivery, and financial management.
  • Build long-term strategic partnerships focused on driving ROI for our clients and identify a clear path and execution approach to deliver an exceptional level of client experience.
  • Represent the client within Zinnia, communicate the customer experience, collaborate with internal teams to achieve client objectives, and identify Zinnia's needs to meet business requirements.
  • Take ownership of high priority projects/programs, including business case, alternatives evaluation, scope, cost, risks, interdependencies, workplan, implementation, impact measurement, scaling and iteration.
  • Introduce clients to Zinnia capabilities, influence technology roadmap, and coordinate with clients on industry/regulatory changes and go-to-market strategies.
  • Drive commercial management initiatives, focusing on growth and retention strategies, to enhance overall business performance and sustain long-term client relationships.
  • Oversee contract management and governance, ensuring adherence to established protocols and driving effective execution throughout the contract lifecycle for optimal outcomes.
  • Define and execute our account management strategy promoting a collaborative mindset across the organization with assigned client account(s), seamlessly interface and gain the trust at all levels and collaborate and lead the internal Zinnia teams through solutioning, implementation, execution and overall client satisfaction.
  • Design and lead a dedicated core team for the client organization. Ensure the team is an extension of the client's team, interfacing with Zinnia on a daily basis.
  • Identify additional client pull-through business opportunities as part of an account management strategy that builds on the strategic direction and targets of the client, aligning those targets to Zinnia offerings and services.
  • Collaborate with the Zinnia senior management team, develop strategic plans, and ensure responsiveness to client requests for change. Maintain professional relationships reflecting Zinnia's core values.
Requirements
  • Bachelor's degree in technology, business, finance, accounting, or equivalent work experience.
  • Minimum 12 years' experience in relationship management, consulting, or leadership roles, engaging with all levels in client organizations.
  • Preferably experienced in the life insurance industry, especially Annuities.
  • Industry certifications are a plus.
  • Extensive project, program and portfolio management experience.
  • Excellent verbal and written communication skills, including negotiation and conflict management abilities, and presentation skills for orientations and live online sessions.
  • Outstanding team player with a strategic partner mindset, able to interact with both technical and non-technical clients.
  • Strong technology-related skills, tech-savvy in the technical aspects of platforms and digital strategies.
  • Empathetic understanding of clients' businesses and the ability to align Zinnia services with client needs.
  • Proven problem-solving, critical reasoning, and influencing skills.
  • Responsive to client escalations, with strong time management and organizational skills.
  • Effective relationship-building skills internally and with clients, adept at working in dispersed virtual teams.
  • Diplomacy skills, including the ability to broker reasonable compromises.
  • Strong goal orientation and organizational follow-through.
  • Highly organized and detail-oriented, with exceptional follow-through.
  • Self-starter with a high energy level, commitment to excellence, and diligent work ethic.
  • Strong leadership abilities in a matrix environment.
  • Willingness to travel, ranging from a minimum of 25% up to 50% based on client needs.
What's in it for you?

Zinnia offers excellent career progression and competitive compensation. We offer great benefits, including health/dental insurance, parental leave, profit sharing, 401(k), incentive/bonus opportunity, tuition reimbursement, and so much more. The expected salary range for this position is $180,000 - $220,000, dependent on skills and location.

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