Director, Client Success

Zinnia

Topeka (KS)

On-site

USD 80,000 - 130,000

Full time

14 days+

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Benefits offered by this job

Health Insurance

Dental Insurance

Parental Leave

Profit Sharing

401(k)

Incentive/Bonus Opportunity

Tuition Reimbursement

Job summary

An established industry player is seeking a Director of Client Success to enhance client relationships and streamline operations. This role involves guiding client carriers, facilitating communication, and ensuring high-quality business solutions. You will be pivotal in managing operational processes, supporting new clients, and leading discussions on strategic goals. Join a dynamic team where you can leverage your extensive experience in business operations and client management to make a significant impact in the insurance technology sector. If you thrive in a fast-paced environment and are passionate about client success, this opportunity is perfect for you.

Qualifications

10+ years of experience in Business Operations or financial industry.
Excellent communication and facilitation skills are essential.

Responsibilities

Serve as the strategic point of contact for client carriers.
Facilitate communication and manage escalated operational issues.

Skills

Facilitation Skills

Written Communication

Oral Communication

Project Management

Consulting Skills

Technical Training

Problem Solving

Education

Bachelor's Degree in Related Field

Tools

Microsoft Office

Learning Management Software

Design Software

Job description

3 days ago Be among the first 25 applicants

Who We Are

Zinnia is the leading technology platform for accelerating life and annuities growth. With innovative enterprise solutions and data insights, Zinnia simplifies the experience of buying, selling, and administering insurance products. All of which enables more people to protect their financial futures. Our success is driven by a commitment to three core values: be bold, team up, deliver value – and that we do. Zinnia has over $180 billion in assets under administration, serves 100+ carrier clients, 2500 distributors and partners, and over 2 million policyholders.

Who You Are

The Director, Client Success will provide functional support and guidance to client carriers, vertical process owners, client partners, delivery leads and other managers and subject matter experts throughout U.S. and India Operations. The Director, Client Success will focus on critical business processes and processing issues in run mode and/or development of new processes and support. The Director may also become a key point of contact to support new clients through block conversions. Directors will be assigned as a key operational point of contact for client carriers to assist them in navigating the Zinnia Enterprise.

Directors are internal and external liaisons between operations and client carriers, and other areas such as Information Technology, Finance, Licensing and Commissions, and other Shared Services. Directors are responsible for facilitating the flow of ideas and coordination between departments. Their role is to ensure sound business solutions are implemented with quality, satisfying both the client and the needs of Zinnia.

What You’ll Do

Serve as the operational strategic point of contact for client carriers and client partners, for support needs outside of normal operational processes (i.e. new business, post issue contact center).
Provide direction and guidance to Client Operational Specialists as they work through and respond to client requests including:

Requests and inquiries received via Zinnia CRM email boxes
Requests related to scorecards
Requests related to admin invoices specific to operations
Guideline clarification
Incoming processing items or escalations that have been submitted via the appropriate workflow channels that have not been addressed or addressed in error
External client access requests or any associated issues
Cases requiring special handling
Addressing or re-directing incoming email requests to the appropriate team and providing follow up to the client

Facilitate communication with the client, including the following:

Providing consistent volume and processing data to our clients
Participating in SOW/MSA discussions, providing operational input, and leading discussions on staffing and pricing impacts related to changes requested
Coordinating and leading periodic discussions on forecasting and sales projections and resulting impacts to staffing with vertical owners
Delivering clear and concise operational presentations
Meeting with senior level roles within the client organization, focusing on their strategic goals and future plans
Ensuring business commitments and priorities are met, acting on the client’s behalf with internal stakeholders
Managing all escalated operational issue from intake to resolution
Leading recurring operational meetings with client to review volumes and outstanding issues

Facilitating on-site client visits and tours
Providing operational support for periodic business reviews including creation of business operational slides/information as well as participating in business review meetings with client
Engaging vertical leads internally as needed to provide insight related to client inquiries
Assist with client business reviews providing operational input as requested by client partner

What You’ll Need

Bachelor’s degree in related field or equivalent work experience
10+ years of experience within a Business Operations function, the financial industry, training or education, including management and leadership experience
Excellent facilitation skills
Excellent written and oral communication
Ability to support a fast paced work environment that requires the ability to support multiple tasks/projects
Ability to learn new processes quickly and the ability to present content in a simplified manner
Proven ability work quickly, efficiently, and accurately, working independently and with team members, associates, management and clients
Positive attitude and effective consulting skills to meet goals and objectives of department/company
Advanced experience in technical training for technology areas such as business analysis or programming
Software knowledge and demonstrated ability with: Microsoft Office products, Learning Management Software, Design Software
Ability to travel 10% -20% of the time
Preferred qualifications include:

Proficiency in multiple functional and/or performance areas; performance areas may include annuity administration, distribution administration, life insurance administration, delivery services, new business and customer service
Working knowledge and completion of Six Sigma courses

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. 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.

Seniority level