Sr. Client Account & Services Manager

Zinnia is the leading technology platform for accelerating life and annuity 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.

The Sr. Client Implementation Services Manager, as a member of the Client Implementation Services team, provides the full software platform and business support to L&A Exchange’s customers. The Sr. Client Implementation Services Manager maintains a high degree of interaction with customers and is the key contact for daily operations personnel at each company. The Sr. Client Implementation Services Manager works with clients at all levels, from individual contributors to senior management and is the client champion to internal departments, and advocates L&A Exchange’s policies and positions to the customer.

The Sr. Client Implementation Services Manager is regularly involved in managing and developing effective working client relationships.

• Manage all communications, internal and external, related to assigned client accounts.
• Learn the details of business objectives, practices, and processes of L&A Exchange business to support detailed analysis of client requests.
• Identify client requirements, define the scope of project and solutions overview to create Statement of Work or Software Requirements Specification as applicable, establish time frames for completion, develop specifications, and prepare the necessary documentation.
• Responsible for managing the complete lifecycle of the project implementation and supporting Work Requests.
• Develop work‑specific deliverables to enable successful delivery of the work in production.
• Manage and track business prioritization, deployment, support, and billing via Team Foundation Server (TFS).
• Coordinate with different teams involved in the project, across countries and time zones to develop the project requirements.
• Train clients on the use of the system and assist with developing training materials.
• Handle multiple clients and relevant projects simultaneously.
• Manage projects that require cross‑team and cross‑functional coordination.
• Identify and assist clients in necessary preparations for all project pre and post‑launch requirements.
• Issue / risk tracking and resolution.
• Support clients with their testing of change requests and platform enhancements, including investigating and resolving issues.
• Debug product profiles (PPfL/PPfA) and forms (PDF) issues in production and in test.
• Respond promptly to clients’ questions about their platform via emails and telephone calls.
• Provide regular status reports to major accounts, and to any customer that has open, unresolved issues or questions.
• Maintain working knowledge of L&A Exchange operating systems; must continue to stay apprised of changes to these systems and how they may impact particular clients.
• Knowledge of client contracts. Handle client billing and inquiries.
• Refer to the senior management team for client escalations and approval for scheduling clients’ professional services in a release.
• Manage the build, configuration, testing, and deployment of a new distributor/carrier client’s platform. All functionality sold and described in the contract, plus any additional work that may be identified during the implementation process is included in the project deliverables. The Sr. Client Implementation Services Manager champions the customer’s project internally to the product development team, sales and marketing, development, QA, and Production Support.

• 6+ years of relevant work experience with 4 years in a project management position.
• Methodical critical thinking, analytical, problem solving, and organization skills.
• Excellent communication, both in-person and on the telephone, as well as in written correspondence.
• An appropriate…