Client Services Executive

Zenith American Solutions•Pasadena, CA

23h

About The Position

The Client Services Executive directly leads a defined book of business consisting of named clients, following company guidelines, client needs, and regulatory requirements. The role manages client relationships and account activities, develops and executes account strategies, and supports retention, growth, renewals, and delivery of services. It serves as a liaison among client Boards of Trustees, Benefit Fund professionals, and Zenith Operations Staff, and coordinates with Operations, Accounting, IT, Legal, vendors, and other parties to resolve issues and maintain effective service delivery. The position monitors account revenue, expenses, and profitability; supports implementation of newly assigned clients; reviews client and benefit-plan documentation; and implements client-directed requirements and benefit-program changes. It facilitates client meetings, monitors applicable government regulations and filings, and ensures work complies with regulatory requirements and plan guidelines. The role may mentor and develop staff, generate leads through industry relationships and existing clients, and assist the Regional President with operational improvement projects. The job involves prolonged sitting and computer work, regular travel across multiple states, and may require remote work. The employee must be able to lift up to 15 pounds at times. The role has the minimum necessary access to protected health information (PHI) and personally identifiable information (PII) as specified by the job description and role.

Requirements

Associate’s degree in a business-related field.
At least 5 years of experience in client management, sales, or account management.
Experience in a client-management leadership role.
Prior experience in benefits, insurance, finance, or a third-party administrator (TPA) environment.
Professional experience working with Taft-Hartley clients and plan professionals.
Working knowledge of customer relationship management software or systems such as Salesforce or Smartsheet.
Thorough knowledge of health and/or welfare group benefit plans and associated administration systems.
Thorough understanding of compliance and regulatory procedures for administering and processing health and welfare benefits.
Understanding of benefits operations and processes for health and welfare and retirement, including claims payment, contract interpretation, and benefits communications.
Ability to exercise independent judgment, manage multiple priorities, and consistently deliver high-caliber results.
Strong decision-making and organizational skills, including the ability to use available resources effectively and manage multiple priorities.
Negotiation skills and confidence navigating challenging conversations and resolving conflicts diplomatically.
Ability to mentor junior colleagues and help develop team talent.
Professionalism, maturity, integrity, and commitment to customer satisfaction.
Excellent verbal and written communication, interpersonal, and presentation skills.
Proficient PC skills, including Microsoft Word, Excel, and Outlook.
Ability to communicate effectively with all levels of an organization.
Ability to work effectively as a team member and earn the confidence of clients and internal colleagues.
Ability and willingness to travel as necessary.

Nice To Haves

Bachelor of Business Administration degree.
PowerPoint experience.

Responsibilities

Manage all aspects of assigned client relationships and account-management activities to retain and strengthen client relationships.
Direct execution of account strategies based on each assigned client’s needs and develop value-based relationships.
Set and manage client expectations and account activities, identify additional service opportunities, and coordinate delivery of company services.
Pursue and execute cross-sell, upsell, and renewal activities across the assigned book of business.
Recommend and obtain client fee increases and partner with the Legal Department to prepare contracts and amendments.
Liaise between Boards of Trustees and Benefit Fund professionals and Zenith Operations Staff.
Engage with client fund participants as required, including through external retirement seminars.
Partner with Operations, Accounting, and IT to support operational effectiveness and resolve critical client issues.
Monitor assigned clients’ revenue, expenses, and profitability to ensure financial goals are met.
Assist with implementation of newly assigned clients.
Oversee vendor and third-party relationships, including analysis and reporting.
Review and approve contracts and documentation, including client financial statements, Summary Plan Descriptions, benefit communications, and other documents as directed by clients and fund counsel.
Implement client requirements, filings, fund communications, and benefit-program changes as directed by clients and fund counsel.
Facilitate client meetings, including preparation of agendas, report generation, and follow-up.
Monitor government filings and regulations that may affect company or client operations.
Oversee the quality and quantity of work to ensure compliance with regulatory requirements and Plan guidelines.
Mentor team members where relevant and demonstrate leadership consistent with management values and the company mission.
Develop staff through performance management, goal setting, training, and effective employee relations.
Generate leads through existing industry relationships, book-of-business referrals, and pursuit of additional funds or services with existing clients.
Assist the Regional President with operational improvement and efficiency projects, including communications, target setting, and resource management.
Perform other duties as assigned.