Director, Client Relationship

Title: Director, Client Relationship Department: Client Services
Bargaining Unit: NBU Grade: N/A
Position Type: Exempt Hours per Week: 40
Posting Deadline: 05/08/2024

Position Summary

The Director, Client Relationship 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.

"Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role."

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.
• Monitors revenue, expenses, and profitability of assigned client(s) 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.
• Monitors government filings and current government regulations that may affect the operations of the Company or the client.
• Oversees 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.
• Assists 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.
  • 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 benefits plans and associated administration systems.
  • Thorough understanding of compliance and regulatory procedures related to the administration and processing of health and welfare benefits.
  • 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

*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee of this job. Duties, responsibilities and activities may change at any time with or without notice.

Working Conditions/Physical Effort

• Prolonged periods of sitting at a desk and working on a computer.
• Regular travel throughout multiple states.
• May be required to work remotely.
• Must be able to lift up to 15 pounds at times.

Disability Accommodation

Consistent with the Americans with Disabilities Act (ADA) and other applicable federal and state law, it is the policy of Zenith American Solutions to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Recruiting Department at recruiting@zenith-american.com, and we would be happy to assist you.

Zenith American Solutions. Real People. Real Solutions. National Reach. Local Expertise.

We are currently seeking an experienced Director, Client Relationship with the necessary skills, initiative, and personality, along with the desire to get the most out of their working life, to help us be our best every day.

Zenith American Solutions is the largest independent Third Party Administrator in the United States and currently operates over 40 offices nationwide. The original entity of Zenith American has been in business since 1944. Our company was formed as the result of a merger between Zenith Administrators and American Benefit Plan Administrators in 2011. By combining resources, best practices and scale, the new organization is even stronger and better than before

We realize the importance a comprehensive benefits program to our employees and their families. As part of our total compensation package, we offer an array of benefits including health, vision, and dental coverage, a retirement savings 401(k) plan with company match, paid time off (PTO), great opportunities for growth, and much, much more!

* Zenith American Solutions is an Equal Opportunity Employer. Zenith does not discriminate on the basis of race, religion, color, sex, physical or mental disability, gender identity, sexual orientation, age, national origin, pregnancy, status as a parent, veteran status or any other basis covered by appropriate law. All employment decisions on the basis of qualifications, merit, and business need.