Associate Director, Client Success

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 Associate Director, Client Success 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. Leads 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 Analysts 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

BONUS POINTS:

• 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 com