Client Account Services Lead

WHO WE ARE: Zinnia is the leading technology platform for accelerating life and annuities growth. With innovative enterprise solutions and data insights, Zinnia simplifies the experience of buying, selling, and administering insurance products. All of which enables more people to protect their financial futures. Our success is driven by a commitment to three core values: be bold, team up, deliver value – and that we do. Zinnia has over $180 billion in assets under administration, serves 100+ carrier clients, 2500 distributors and partners, and over 2 million policyholders.WHO YOU ARE 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. WHAT YOU LL DO Client engagement & communication 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 Business analysis & requirements management 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 Project & implementation delivery 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 Testing, release & production support 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 im