Client Account Services Lead

Zinnia•Alpharetta, GA

12h•Hybrid

About The Position

As a Client Account & Services Lead within the Client Implementation Services (CIS) team, you provide full software platform and business support to Zinnia's customers. You serve as a primary liaison between clients, internal delivery teams, and implementation leadership, maintaining a high degree of interaction with customers and acting as the key contact for daily operations personnel at each account. You operate at all levels within client organizations, from individual contributors to senior management, acting as the client's champion internally to product development, sales and marketing, QA, and production support, while advocating Zinnia's policies and positions externally. You own requirements analysis, documentation, solution design, and client support across the full implementation lifecycle, manage client expectations, and deal effectively with conflict situations, all while cultivating strong, lasting client relationships.

Requirements

Bachelor's degree in Computer Information Science or a related field; equivalent professional experience considered in lieu of a formal degree
6+ years of relevant experience, including as a B2B SaaS Account Manager or in a project management/Business Analyst capacity providing full software platform and business support to customers
Methodical, analytical, critical thinking with strong problem-solving and organizational skills
Excellent communication skills, in person, by phone, and in writing
Proven ability to independently author Business Requirements Documents (BRDs) and Software Requirements Specifications (SRS)
A solid blend of project management knowledge, experience, coursework, and/or credentials
Strong interpersonal skills and team leadership with a customer-focused, relationship-driven attitude
Strong aptitude for learning new technical skills quickly
Proficiency with Microsoft Office
Ability to take effective meeting minutes and follow up on action items
Mastery of scheduling and time management
Flexibility to travel as required (up to 15%)
Strong collaborator within a team-based, cross-functional environment
Ability to meet established attendance, work, and performance standards

Nice To Haves

Familiarity with XML, JavaScript, and SQL is a plus
Experience in Life Insurance and Annuities or the broader financial services sector
Proficiency using web-based Software as a Service (SaaS) applications
Prior experience working with distributed teams across time zones

Responsibilities

Own all internal and external communications for assigned client accounts, developing a comprehensive understanding of each client's business objectives, practices, and processes
Build and maintain strong, effective working relationships with clients
Respond promptly and professionally to client inquiries via email and phone
Provide regular status reports to major accounts and to any client with open, unresolved issues or questions
Advocate Zinnia's policies and positions while managing client expectations and resolving conflicts effectively
Escalate to senior management for client escalations and for approval of professional-services scheduling within a release
Analyze client business objectives, processes, and operational needs
Elicit, document, and validate business and system requirements with little to no secondary support
Define project scope and solution overview to produce a Statement of Work (SOW) and/or Software Requirements Specification (SRS), establish timeframes, and prepare all necessary documentation
Develop clear, work-specific deliverables to support successful production deployment
Review enhancement and change request requirements, ensuring clarity prior to development
Manage the complete project implementation lifecycle and ongoing work requests
Manage the build, configuration, testing, and deployment of new distributor/carrier platforms, covering all contracted functionality plus any additional work identified during implementation
Coordinate with cross-functional, geographically distributed teams across countries and time zones to deliver accurate, timely results
Identify and assist clients with pre- and post-launch preparation requirements
Track issues and risks through to resolution in collaboration with technical and functional teams
Support client testing of enhancements and change requests, including investigating and resolving issues
Handle multiple clients and projects simultaneously, including work requiring cross-team coordination
Participate in smoke testing, release meetings, and deployment activities
Debug product profiles (PPfL/PPfA) and PDF forms in both test and production environments
Maintain working knowledge of Zinnia's operating systems and stay current on platform changes, assessing client impact
Maintain knowledge of client contracts; handle client billing and related inquiries
Manage business prioritization, deployment tracking, billing, and support activities using Zinnia tools (e.g., TFS, JIRA/Redmine)
Train clients on system usage and contribute to training material development
Prepare and maintain project and client documentation, including accurate meeting minutes with action items tracked through to closure