Sr. Director - Client Account & Services – Life & Annuity - Zinnia

WHO YOU ARE:

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. As a client advocate, you ensure that internal teams remain aligned with client needs while balancing business priorities. 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.

WHAT YOU’LL DO:  

• 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

WHAT YOU’LL NEED: 

• 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

BONUS POINTS:

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

WHAT’S IN IT FOR YOU? 

Zinnia offers excellent career progression and competitive compensation. We offer great benefits, including health/dental insurance, parental leave, profit sharing, 401(k), incentive/bonus opportunities, 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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