Sr. Client Account & Services Manager

WHO YOU ARE:
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.

This position takes responsibility for understanding and meeting client requirements; Document, Solution design, approval, effort estimation seeks, interprets, and responds to client feedback and contributes to developing standards and feedback methods; manages client expectations; advocates L&A Exchange’s policies and positions to the customer; and deals effectively with conflict situations.  This position is with our L&A Exchange division based in Atlanta, GA. No relocation package will be provided.

WHAT YOU’LL DO:

• 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
• Identifies client requirements, defines the scope of project and solutions overview to create Statement of Work or Software Requirements Specification as applicable, establishes timeframes for completion, develops specifications, and prepares 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
• Trains clients on the use of the system and other services may 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 both 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. 

WHAT YOU’LL NEED:

• 4-year college degree required
• 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 blend of project management knowledge, experience, coursework, and credentials
• Good interpersonal skills, and team leadership with a customer-focused, relationship-driven attitude
• Ability to identify client requirements and to write Business Requirements Documents and Software Requirement Documents with no secondary support
• Must have strong aptitudes to learn new technical skills
• Proficiency in working with Microsoft Office
• Should be able to take effective minutes of meeting and follow up on action items
• Ability to travel as required, up to 15% travel may be required
• Meet established attendance, work, and performance standards
• Mastery of scheduling and time management skills
• Ability to work well in a team environment
• Knowledge of XML, JavaScript, and SQL preferred

BONUS POINTS:

• Insurance/financial services (Life and Annuity) industry knowledge
• Experience with Web-based software as a service (SaaS) applications

 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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