Client Relationship Director

Position Summary

The Client Relationship Director directly leads a defined book of business (BOB), comprising a set of named clients, in accordance with Company guidelines, client needs, and regulatory requirements. The Director, Client Relationship acts in a mentorship role to their BOB's assigned team.

Key Duties And Responsibilities

• Manages all aspects of the client relationship and account management activities of the assigned client(s) to retain and strengthen client relationships.
• Directs the execution of a defined account strategy, remaining abreast of the specific needs of each assigned client, to develop a value-based client relationship.
• Sets and manages client expectations and account-related activities such as identifying and developing additional service opportunities and coordinating the delivery of ZAS services.
• Pursues and executes cross-sell, upsell and renewal motions across their BOB.
• Recommends and obtains client fee increases, and partners with ZAS Legal Department to prepare contracts and amendments.
• Acts as liaison between the Boards of Trustees, and Professionals of the Benefit Funds with Zenith Operations Staff.
• Engages with client fund participants as required, for example via external retirement seminars.
• Partners with the Zenith Operations organization, as well as Accounting and IT, to ensure operational effectiveness in dealing with critical client issues and in maintaining top-quality client delivery.
• Makes sure revenue, expenses, and profitability of assigned client(s) are monitored to ensure financial goals are met.
• Assists in the implementation of newly assigned clients.
• Oversees all aspects of relationships with vendors, including analysis and reporting for vendors and third parties.
• Reviews and approves contracts and documentation including client financial statements, Summary Plan Descriptions, benefit communications, and other documents at the direction of client and fund counsel.
• Implements client requirements, filings, fund communications, and changes in benefit programs at the direction of client and fund counsel.
• Facilitates client meetings, including agenda, report generation and follow-up.
• Makes sure government filings and current government regulations that may affect the operations of the Company or the client are monitored.
• Monitors quality and quantity of work produced to ensure compliance with regulatory requirements and Plan guidelines are consistently met.
• (Where relevant) Mentors team, demonstrating leadership qualities consistent with management values and mission.
• Develops staff through performance management, goal setting, training, and effective employee relations.
• Responsible for lead generation from existing industry relationships including BOB referrals, and in pursuing additional funds/services with existing clients.
• Aids Regional President in coordinating projects related to operational improvement and efficiencies, including internal/external communications, target setting, and resource management.
• Performs other duties as assigned.

Minimum Qualifications

• Education: Associate's degree in a business-related field.
• Industry experience: 5+ years of experience in client management, sales, or account management.
• Experience in a leadership role in client management.
• Prior experience in benefits, insurance, finance, or TPA environment.
• Prior experience in 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 benefits plans and associated administration systems.
• Thorough understanding of compliance and regulatory procedures related to the administration and processing of health and welfare benefits.
• Thorough understanding of benefits operations and processes (health & welfare and retirement), including payment of claims, interpretation of contracts, communication of benefits, etc.

Skills

• Ability to exercise independent judgment, manage multiple priorities, and consistently deliver high-caliber results.
• Strong decision-making and organizational skills with the ability to optimize the use of all available resources and deliver on multiple priorities.
• Skilled negotiator, with confidence navigating challenging conversations including diplomatic resolution of conflicts to achieve mutually beneficial outcomes.
• Effective mentor to junior colleagues, helping to nurture talent within the team.
• Highly developed sense of professionalism, maturity, integrity, and commitment to customer satisfaction.
• Excellent verbal and written communication skills, including interpersonal and presentation skills.
• Proficient PC skills including Microsoft Word, Excel and Outlook skills. PowerPoint experience preferred.
• Ability to communicate effectively with all levels of an organization.
• Exceptional team player with the confidence and integrity to earn the confidence of the client(s) and the internal team quickly.

Other

• Ability and willingness to travel as necessary.

Preferred Qualifications

• Bachelor's of Business Administration degree.