Client Account Services Lead

WHO YOU ARE

As a Client Account & Services Lead within the Client Implementation Services (CIS) team, you provide full software platform and business support to Zinnia's customers. You serve as a primary liaison between clients, internal delivery teams, and implementation leadership, maintaining a high degree of interaction with customers and acting as the key contact for daily operations personnel at each account.

You operate at all levels within client organizations, from individual contributors to senior management, acting as the client's champion internally to product development, sales and marketing, QA, and production support, while advocating Zinnia's policies and positions externally. You own requirements analysis, documentation, solution design, and client support across the full implementation lifecycle, manage client expectations, and deal effectively with conflict situations, all while cultivating strong, lasting client relationships.

WHAT YOU’LL DO

Client engagement & communication

• Own all internal and external communications for assigned client accounts, developing a comprehensive understanding of each client's business objectives, practices, and processes
• Build and maintain strong, effective working relationships with clients
• Respond promptly and professionally to client inquiries via email and phone
• Provide regular status reports to major accounts and to any client with open, unresolved issues or questions
• Advocate Zinnia's policies and positions while managing client expectations and resolving conflicts effectively
• Escalate to senior management for client escalations and for approval of professional-services scheduling within a release

Business analysis & requirements management

• Analyze client business objectives, processes, and operational needs
• Elicit, document, and validate business and system requirements with little to no secondary support
• Define project scope and solution overview to produce a Statement of Work (SOW) and/or Software Requirements Specification (SRS), establish timeframes, and prepare all necessary documentation
• Develop clear, work-specific deliverables to support successful production deployment
• Review enhancement and change request requirements, ensuring clarity prior to development

Project & implementation delivery

• Manage the complete project implementation lifecycle and ongoing work requests
• Manage the build, configuration, testing, and deployment of new distributor/carrier platforms, covering all contracted functionality plus any additional work identified during implementation
• Coordinate with cross-functional, geographically distributed teams across countries and time zones to deliver accurate, timely results
• Identify and assist clients with pre- and post-launch preparation requirements
• Track issues and risks through to resolution in collaboration with technical and functional teams
• Support client testing of enhancements and change requests, including investigating and resolving issues
• Handle multiple clients and projects simultaneously, including work requiring cross-team coordination

Testing, release & production support

• Participate in smoke testing, release meetings, and deployment activities
• Debug product profiles (PPfL/PPfA) and PDF forms in both test and production environments
• Maintain working knowledge of Zinnia's operating systems and stay current on platform changes, assessing client impact
• Maintain knowledge of client contracts; handle client billing and related inquiries

Tools, training & documentation

• Manage business prioritization, deployment tracking, billing, and support activities using Zinnia tools (e.g., TFS, JIRA/Redmine)
• Train clients on system usage and contribute to training material development
• Prepare and maintain project and client documentation, including accurate meeting minutes with action items tracked through to closure

WHAT YOU’LL NEED

• Bachelor's degree in Computer Information Science or a related field; equivalent professional experience considered in lieu of a formal degree
• 6+ years of relevant experience, including as a B2B SaaS Account Manager or in a project management/Business Analyst capacity providing full software platform and business support to customers
• Methodical, analytical, critical thinking with strong problem-solving and organizational skills
• Excellent communication skills, in person, by phone, and in writing
• Proven ability to independently author Business Requirements Documents (BRDs) and Software Requirements Specifications (SRS)
• A solid blend of project management knowledge, experience, coursework, and/or credentials
• Strong interpersonal skills and team leadership with a customer-focused, relationship-driven attitude
• Strong aptitude for learning new technical skills quickly
• Proficiency with Microsoft Office
• Ability to take effective meeting minutes and follow up on action items
• Mastery of scheduling and time management
• Flexibility to travel as required (up to 15%)
• Strong collaborator within a team-based, cross-functional environment
• Ability to meet established attendance, work, and performance standards
• Familiarity with XML, JavaScript, and SQL is a plus

BONUS POINTS

• Experience in Life Insurance and Annuities or the broader financial services sector
• Proficiency using web-based Software as a Service (SaaS) applications
• Prior experience working with distributed teams across time zones

WHAT’S IN IT FOR YOU?  

Zinnia offers excellent career progression and competitive compensation. We offer great benefits, including health/dental insurance, parental leave, 401(k), incentive/bonus opportunity, tuition reimbursement, and so much more. We’re looking for the best and brightest innovators in the industry to join our team. At Zinnia, you collaborate with smart, creative professionals who are dedicated to delivering cutting-edge technologies, deeper data insights, and enhanced services to transform how insurance is done. Visit our website at www.zinnia.com for more information. Apply by completing the online application on the careers section of our website.  We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.

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