Director, Client Relationship

Title: Director, Client Relationship Department: Client Services
Bargaining Unit: NBU Grade: N/A
Position Type: Exempt Hours per Week: 40

Position Summary

The Director, Client Relationship directly leads a defined book of business (BOB), comprising a set of named clients, in accordance with Company guidelines, client needs, and regulatory requirements. The Director, Client Relationship acts in a mentorship role to their BOB's assigned team.

"Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role."

Key Duties and Responsibilities

• Manages all aspects of the client relationship and account management activities of the assigned client(s) to retain and strengthen client relationships.
• Directs the execution of a defined account strategy, remaining abreast of the specific needs of each assigned client, to develop a value-based client relationship.
• Sets and manages client expectations and account-related activities such as identifying and developing additional service opportunities and coordinating the delivery of ZAS services.
• Pursues and executes cross-sell, upsell and renewal motions across their BOB.
• Recommends and obtains client fee increases, and partners with ZAS Legal Department to prepare contracts and amendments.
• Acts as liaison between the Boards of Trustees, and Professionals of the Benefit Funds with Zenith Operations Staff.
• Engages with client fund participants as required, for example via external retirement seminars.
• Partners with the Zenith Operations organization, as well as Accounting and IT, to ensure operational effectiveness in dealing with critical client issues and in maintaining top-quality client delivery.
• Monitors revenue, expenses, and profitability of assigned client(s) to ensure financial goals are met.
• Assists in the implementation of newly assigned clients.
• Oversees all aspects of relationships with vendors, 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 at the direction of client and fund counsel.
• Implements client requirements, filings, fund communications, and changes in benefit programs at the direction of client and fund counsel.
• Facilitates client meetings, including agenda, report generation and follow-up.
• Monitors government filings and current government regulations that may affect the operations of the Company or the client.
• Oversees quality and quantity of work produced to ensure compliance with regulatory requirements and Plan guidelines are consistently met.
• (Where relevant) Mentors team, demonstrating leadership qualities consistent with management values and mission.
• Develops staff through performance management, goal setting, training, and effective employee relations.
• Responsible for lead generation from existing industry relationships including BOB referrals, and in pursuing additional funds/services with existing clients.
• Assists Regional President in coordinating projects related to operational improvement and efficiencies, including internal/external communications, target setting, and resource management.
• Performs other duties as assigned.

Minimum Qualifications

• Education
  • Associate's degree in a business-related field.
• Industry experience
  • 5+ years of experience in client management, sales, or account management.
  • Experience in a leadership role in client management.
  • Prior experience in benefits, insurance, finance, or TPA environment.
  • Professional experience working with Taft-Hartley clients and plan professionals.
  • Working knowledge of Customer Relationship Management software or systems such as Salesforce or Smartsheet.
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