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Vice President of Client Relations

2 months ago

Pittsburgh, Pennsylvania, United States Zenith American Full time
Title: Vice President of Client Relations (Eastern Region) Department: Client Relations

Bargaining Unit: NBU Grade: N/A

Position Type: Exempt Hours per Week : 40

Position Overview

The Vice President of Client Relations holds the primary accountability for the comprehensive portfolio of business within their assigned territory. This role encompasses the execution of internal enhancement strategies and organization-wide initiatives, ensuring an exceptional client and member experience, maintaining financial viability, and serving as a mentor to the client-facing team. The Vice President may manage a select number of their own key accounts.

Key Responsibilities - Regional Leadership
  • Regional Oversight
    • Supervises client relations activities in the region to guarantee that client expectations are consistently met or surpassed, acting as a point of escalation for account managers within their territory.
    • Ensures the successful onboarding of new clients and the growth of existing accounts, being the primary accountable individual for revenue enhancement in their region.
    • Coordinates initiatives aimed at operational improvements and efficiencies, including internal/external communications, target setting, and resource allocation.
    • Implements and monitors internal systems, policies, and procedures to guarantee efficient and effective operations across the regional portfolio.
    • Oversees the management of revenue, expenditures, and client profitability for the overall portfolio, in collaboration with Group Finance, to ensure financial objectives are achieved. Determines and executes necessary adjustments when required.
  • Talent Development
    • Serves as a mentor to the client-facing team, exemplifying leadership qualities that align with Zenith's corporate values and mission.
    • Enhances staff capabilities through performance management, goal setting, training, and effective employee relations to ensure superior service delivery.
  • Growth, Retention, and Marketing
    • Formulates and implements strategies to expand their regional portfolio and achieve net revenue retention targets.
    • Establishes, maintains, and grows a network of industry connections to identify revenue expansion opportunities and strengthen Zenith's market presence.
    • Actively supports client account managers in cross-selling, upselling, and renewal initiatives across clients within their region as necessary.
    • Collaborates with the Sales & Marketing Team for new business development and the execution of regional business strategies, planning, and goal setting to bolster business operations.
  • Performs additional duties as assigned.
Key Responsibilities - Client Management
The Vice President may retain sole responsibility for a limited number of key clients (maximum of three).
  • Manages all facets of the client relationship and account management activities for assigned clients, aimed at retaining and enhancing client relationships.
  • Directs the execution of defined account strategies, staying informed of the specific needs of each assigned client to cultivate a value-based relationship.
  • Establishes and manages client expectations and account-related activities, including identifying and developing additional service opportunities and coordinating the delivery of services.
  • Recommends and secures renewals, collaborating with the Legal Department to prepare contracts and amendments.
  • Acts as a liaison between the Boards of Trustees and Benefit Fund Professionals with Zenith Operations Staff.
  • Engages with participants as required.
  • Partners with the Operational Delivery Team, along with Accounting and IT, to ensure operational efficiency in delivering top-quality client service.
  • Monitors revenue, expenses, and profitability of assigned clients to ensure financial targets are met.
  • Oversees all aspects of vendor relationships, including analysis and reporting for vendors and third parties.
  • Reviews and approves contracts and documentation, including client financial statements, Summary Plan Descriptions, benefit communications, and other documents as directed by clients and fund counsel.
  • Implements client requirements, filings, fund communications, and changes in benefit programs as directed by clients and fund counsel.
  • Facilitates client meetings, including agenda preparation, report generation, and follow-up.
  • Monitors government filings and current regulations that may impact the operations of the Company or the client.
  • Ensures quality and quantity of work produced to meet compliance with regulatory requirements and Plan guidelines.
Minimum Qualifications
  • Education
    • Bachelor's degree in a business-related field or equivalent.
    • Industry experience.
    • A minimum of 10 years in a client-facing role.
    • Experience managing major accounts that represent a significant portion of total company revenue.
    • Leadership experience in a client-facing organization.
    • Prior experience in a benefits, insurance, finance, or TPA environment.
    • Professional experience working with Taft-Hartley clients and plan professionals.
    • Familiarity with Customer Relationship Management software or systems such as Salesforce or Smartsheet.
    • Comprehensive knowledge of health and/or welfare group benefits plans and associated administration systems.
    • Thorough understanding of compliance and regulatory procedures related to the administration and processing of health and welfare benefits.
    • Understanding of benefits operations and processes, including payment of claims, contract interpretation, and communication of benefits.
  • Skills
    • Strong financial acumen.
    • Aptitude for strategic thinking and experience in executing process improvement initiatives.
    • Ability to exercise independent judgment, manage multiple priorities, and consistently deliver high-quality results.
    • Strong decision-making and organizational skills with the ability to optimize resource utilization and deliver on multiple priorities.
    • Skilled negotiator, adept at navigating challenging conversations and resolving conflicts diplomatically to achieve mutually beneficial outcomes.
    • Ability to drive organizational change and enhance efficiency while managing a team.
    • Effective mentor and leader, fostering talent development within the organization.
    • High level of professionalism, integrity, and commitment to customer satisfaction.
    • Excellent verbal and written communication skills, including interpersonal and presentation skills.
    • Proficient in PC applications including Microsoft Word, Excel, and Outlook; PowerPoint experience preferred.
    • Ability to communicate effectively with all organizational levels.
    • Exceptional team player with the confidence and integrity to quickly earn the trust of clients and internal teams.
    • Ability to effectively manage remote employees across diverse locations.
  • Other
    • Willingness to travel for overnight or multi-day assignments as necessary.
Preferred Qualifications
  • Master of Business Administration degree.
Working Conditions/Physical Effort
  • Prolonged periods of sitting at a desk and working on a computer.
  • Regular travel across multiple states.
  • Potential remote work requirements.
  • Ability to lift up to 15 pounds occasionally.
Disability Accommodation

In accordance with the Americans with Disabilities Act (ADA) and other applicable federal and state laws, Zenith American Solutions is committed to providing reasonable accommodations when requested by qualified applicants or employees with disabilities, unless such accommodations would impose an undue hardship. This policy applies to all aspects of employment, including the application process.

Zenith American Solutions

Real People. Real Solutions. National Reach. Local Expertise.

We are seeking a dedicated and dynamic Vice President of Client Relations who possesses the necessary skills, initiative, and personality to contribute to our success and enhance our operations.

Zenith American Solutions is the largest independent Third Party Administrator in the United States, operating over 44 offices nationwide. Our company has a rich history dating back to 1944, formed through the merger of Zenith Administrators and American Benefit Plan Administrators in 2011. By combining resources, best practices, and scale, we have created a stronger and more effective organization.

We believe that hiring the best employees is key to realizing our commitment to superior systems and services. We are always on the lookout for talented individuals who share our dedication to high-quality work, exceptional service, and mutual respect. If you are interested in joining an environment where people—both employees and clients—truly matter, consider bringing your talents to Zenith American.

We recognize the importance of a comprehensive benefits program for our employees and their families. As part of our total compensation package, we offer a variety of benefits, including health, vision, and dental coverage, a retirement savings 401(k) plan with company match, paid time off (PTO), and numerous opportunities for professional growth.