Senior Director, Strategic Account Management

WHO YOU ARE:

As the Senior Director, Strategic Account Manager you are responsible for driving Zinnia’s clients and their end customers overall experience.  Success will be measured by the level of client satisfaction, strategic and tactical leadership, oversight and optimizing client support to the agreed upon strategies and plans.  The primary focus of the role will be to be a strong advocate for the client within Zinnia, and to represent a consolidated view of Zinnia within the client organization. This role will also represent a consolidated view of the client within the Zinnia organization.  This role will be central in defining new metrics and implementing in partnership with the delivery management team. The Sr. Director, Client Account manager will develop relationships with key client executives and decisions makers, be a strong business and Zinnia advisor to them, work on building their trust and confidence in order to successfully accomplish client goals while presenting a full view of Zinnia's services, products and technology for the clients to leverage.

The role requires significant oversight, planning and consultative skills; all leveraged in interfacing with some of the most senior decision makers in our client organizations.  This role is enabled by all Zinnia functions including and not limited to Business Operations and Services, Technology and Delivery Services, Finance and Zinnia executive leadership; forming a single point of client ownership and accountability. 

WHAT YOU’LL DO:  

This role will become an extended part of our client’s leadership team including responsibility for client joint governance and prioritization.

• Ensure Zinnia business commitments and priorities are met, and any roadblock or contentions are addressed and resolved timely to the satisfaction of client. Ensure functional organizations are clear about lines of responsibility and authority
• This role owns and is accountable for the Client within the Zinnia framework including project delivery, day to day operations, service delivery and financial management
• The Client Partner will work closely with the Zinnia internal teams to represent and communicate frequently the end-to-end customer experience and will work with internal teams to help achieve client objectives and, at the same time, work with the client to identify what Zinnia would need to ensure that it is able to appropriately service the client’s outlined business requirements and objectives
• Enable Zinnia offerings and capabilities by introducing client to opportunities based on holistic and comprehensive understanding of client’s needs/goals. Be the funnel and source for client input to influence Zinnia technology and servicing capabilities roadmap as well as Zinnia investments.
• Coordinate with client on new Industry/Regulatory changes and go to market strategies
• Design and implement the dedicated core team for client organization in partnership with vertical managers. Lead this team on a daily basis and ensure they are seen as an extension of the client team interfacing with Zinnia
• Define and execute our account management strategy promoting a one-Zinnia mindset across the organization with assigned client accounts, seamlessly interface and gain the trust of at all levels and collaborate and lead the internal Zinnia teams through solutioning, implementation, execution and overall client satisfaction
• Build long-term strategic partnerships focused on driving ROI for our clients and identify a clear path and execution approach to deliver an exceptional level of client experience to their customers. Ensure client satisfaction metrics are designed and implemented
• Identify additional client pull-through business opportunities as part of account management strategy
• Establish key client scorecard, supported by the Vertical Owners, to track internal/external key performance metrics for client accounts
• Collaborate with the Zinnia senior management team to develop a strategic and tactical plan to ensure that we meet our financial goals at an aggregate relationship level across all the services performed for the client
• Work with Vertical Owners to be responsive and support client requests for change, and support client needs in a timely, accurate and professional manner. This includes leading a strategic planning session with all internal constituents to ensure their understanding of how Zinnia can meet client needs.
• Maintain professional internal and external relationships that reflect the Core Values of Zinnia, which include ARTIC (Being “Accountable”, “Responsive”, “Transparent”, “Innovative” and “Collaborative”)

WHAT YOU’LL NEED:  

• Bachelor’s degree in in technology, business, finance, accounting or equivalent relevant work experience
• Minimum of 12 years’ experience in relationship management, consulting, strategic advisory or other types of leadership roles, interacting with all levels within a client organization
• Life insurance industry understanding especially Annuities preferred
• Industry certifications a plus
• Strong Technology-related skills / tech savvy (i.e. technical aspects of platforms and other Digital strategies)
• Strong analytical skills with the ability to synthesize, organize, analyze and present data in an understandable manner
• Strong empathy for an understanding of clients, their businesses including the impact on their businesses (distributors and contract holders), in parallel with the ability to fold Zinnia Service and Offerings benefiting the client
• Outstanding team player with a client relationship and a strategic partner mindset to interact effectively with technical and non-technical clients
• Excellent verbal and written communication skills with the ability to clearly present ideas, points of views, updates, recommendation and results. Excellent negotiations and conflict management skills
• Proven problem solving, critical reasoning, and influencing skills; ability to quickly grasp a range of complex business issues to develop recommendations and solutions to address these issues
• Demonstrate excellent presentation skills to facilitate effective orientations & presentations (in person or live online delivery)
• Demonstrate responsiveness to client escalations, excellent time management, prioritization, organizational skills
• Demonstrate strong relationship building skills both internally and with clients, ability to work across dispersed teams in a virtual workforce
• Diplomacy skills including the ability to broker and achieve reasonable compromise
• Demonstrate strong goal orientation
• Extremely organized with exceptional follow through
• Self-starter with a high energy level, commitment to excellence, and a diligent work ethic
• Strong ability to lead employees in a matrix environment
• Ability to travel a minimum of 25%, depending on client situations

WHAT’S IN IT FOR YOU?  

Zinnia offers excellent career progression and competitive compensation with the goal of retaining and growing talented team members. The salary range for this role is a good faith estimate, it is estimated based on what a successful candidate might be paid in certain Company locations. The salary range for this position is $200,000.00 to $230,000.00. All offers presented to candidates are carefully reviewed to ensure fair, equitable pay by offering competitive salaries that align with the individual’s skills, education, experience, training, and geographic location. The range may vary above or below the stated amounts. 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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