Sr. Director - Client Account & Services Life & Annuity

Zinnia • Chamblee, GA

284d

About The Position

As the Senior Director, Client Accounts & Services, you are a strategic leader for L&A Exchange's most valued clients. You are responsible for the oversight, success, and growth of client accounts and services, ensuring seamless implementation, delivery excellence, and long-term value realization across a diverse client portfolio. You bring deep experience in client engagement, software delivery, and organizational leadership, guiding cross-functional teams and interfacing with clients to drive results. Your role combines operational execution with strategic leadership—positioning L&A Exchange as a premier technology and service provider in the insurance and annuities space.

Requirements

• Bachelor's degree required; Master's degree or MBA strongly preferred
• 15+ years of progressive experience in client services, implementation, or enterprise account management, including 5+ years in a senior leadership role
• Insurance/financial services (Life and Annuity) industry knowledge
• Proven success leading cross-functional service delivery teams and managing enterprise-level client accounts
• Deep understanding of SaaS delivery models and complex software implementations
• Exceptional communication, negotiation, and stakeholder management skills—especially with senior/executive client contacts
• Strategic thinker with strong business acumen and a track record of influencing key outcomes
• Experience in writing and overseeing documentation such as Statements of Work, Business Requirement Documents, and delivery roadmaps
• Demonstrated success in driving operational improvements, building high-performing teams, and mentoring future leaders
• Proficiency in Microsoft Office and project management tools; familiarity with TFS a plus
• Technical understanding of software platforms; familiarity with XML, JavaScript, and SQL preferred
• Willingness to travel up to 15% as required

Nice To Haves

• Experience with Web-based software as a service (SaaS) application
• Experience with solution discoveries while partnering with stakeholders

Responsibilities

• Provide strategic oversight and leadership for all client implementation and service delivery efforts across assigned accounts
• Serve as the Primary Lead for a selected major client relationship, ensuring overall satisfaction, retention, and growth
• Build and maintain trusted, long-term relationships with senior client stakeholders, understanding their business goals and aligning services to meet those objectives while ensuring overall satisfaction, retention, and growth
• Lead a team of managers and senior professionals responsible for project delivery, client support, and account management
• Develop and execute account strategies, service delivery models, and operational plans that promote scalability and client success
• Oversee the end-to-end lifecycle of client platform implementations, including scope definition, requirements documentation, resource planning, and deployment
• Create and enforce governance processes for issue resolution, risk mitigation, change management, and client communications
• Act as a key decision-maker and escalation point for high-impact client situations
• Influence product roadmaps, business strategies, and operational improvements based on client feedback and market trends
• Own performance metrics for the Client Account & Services function, ensuring alignment with company objectives
• Drive internal process improvements and best practices that enhance delivery quality, efficiency, and customer experience
• Collaborate with cross-functional teams—Sales, Product, Development, QA, and Support—to deliver value-added solutions and ensure a unified customer experience
• Monitor service delivery KPIs, client satisfaction metrics, and account health to identify opportunities for optimization and growth
• Partner with executive leadership to shape long-term strategic direction for client services, delivery frameworks, and organizational capabilities

Benefits

• Health/dental insurance
• Parental leave
• Profit sharing
• 401(k)
• Incentive/bonus opportunities
• Tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Clothing, Clothing Accessories, Shoe, and Jewelry Retailers
• Education Level: Bachelor's degree