Client Support Lead at Zinnia

Alpharetta, Georgia, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Insurance, FinTechIndustries

Requirements

A bachelor’s degree in Computer Information Systems, Business Administration, or a related field; or a high school education and equivalent work experience in business analysis and application development
Expert knowledge of SQL, client/server, and network environments
Advanced Microsoft PC software experience (i.e., Excel, Word)
Excellent written, oral and interpersonal communication skills
Expert level troubleshooting skills
Proven ability to lead and mentor teammates to ensure constant improvement
Advanced understanding of multiple software applications
Customer service skills with strong relationship management skills with the ability to interact positively and successfully with all levels of associates and managers to meet business needs
7-10 years’ work experience or an education in systems or quantitative analysis and business solutions development required
Expert level Annuity and Life Insurance industry-related knowledge
Experience in Annuity, mutual funds, financial services, or life insurance work experience preferred
Experience in project management preferred
Flexibility in work schedule including regular participation in an On-Call rotation (role may require evening and/or weekend hours as needed)

Responsibilities

Take ownership of clients’ issues and coordinate with internal stakeholders for timely resolutions
Take lead in mentoring teammates to ensure constant improvement
Develop best practices, standards, and policies for the team
Completing research and providing analysis as needed to support Management in decision making
Drive resolution of production issues
Assist in the research and investigation of escalated production issues and engage teams for resolution
Assist in identifying, developing and executing continuous improvement opportunities
Facilitating business needs and priority identification
Track incidents through completion while providing regular updates to both internal and external customers
Document business impact, research and resolution steps and long-term preventative measures via incident reports
Provide regular severity updates to Senior leadership and others
Provide support and advice to the Client Operations Analyst, Service Managers and Operational Leads on systems issues in both production support and development of new processes/support
Report escalated Operational and Production incident items directly to the External client; and provide assistance to Internal teams in the mitigation and resolution of issues
Act as a liaison between Information Technology, Finance, Operations, Legal, Compliance and External clients on production incidents and facilitate the flow of information between departments

Skills

Key technologies and capabilities for this role

Incident ManagementStakeholder CoordinationProcess ImprovementMentoringResearch and AnalysisClient CommunicationPolicy DevelopmentProduction SupportContinuous ImprovementEscalation Handling

Questions & Answers

Common questions about this position

What education or experience is required for the Client Support Lead role?

A bachelor’s degree in Computer Information Systems, Business Administration, or a related field is required, or a high school education with equivalent work experience in business analysis and application development.

What are the key technical skills needed for this position?

Expert knowledge of SQL, client/server, and network environments is required, along with advanced Microsoft PC software experience (Excel, Word), advanced understanding of multiple software applications, and expert level troubleshooting skills.

What does the work schedule look like for this role?

The role requires flexibility in work schedule, including regular participation in an On-Call rotation, and may require evening and/or weekend hours as needed to manage incidents/workload. No specific remote or location policy is mentioned.

What are Zinnia's core values?

Zinnia's core values are to be bold, team up, and deliver value.

What soft skills or leadership qualities are important for this role?

Excellent written, oral and interpersonal communication skills, customer service skills with strong relationship management, and proven ability to lead and mentor teammates are essential.

Zinnia

Insurance technology for life products

About Zinnia

Zinnia focuses on improving the life and annuity insurance market by providing a platform that simplifies the creation, management, and servicing of insurance products. The platform uses technology and data analytics to help insurance companies launch products faster and manage them more effectively. This results in a better buying experience for consumers and increased operational efficiency for insurers and financial advisors. Zinnia's platform is user-friendly, allowing consumers to easily understand and purchase life and annuity products. The company aims to enhance the relationship between customers and insurers, ensuring better protection and improved wellbeing for consumers. Unlike its competitors, Zinnia emphasizes real-time data sharing and actionable insights, which help all parties make informed decisions.

Topeka, KansasHeadquarters

2005Year Founded

$1.7MTotal Funding

SEEDCompany Stage

Data & Analytics, FintechIndustries

501-1,000Employees

Benefits

Health Insurance

Dental Insurance

Parental Leave

Profit Sharing

401(k) Company Match

Incentive Bonus Opportunity

Tuition Reimbursement

Risks

Integration challenges with Ebix's assets could disrupt operations if not managed well.

Ebix's bankruptcy proceedings may affect the terms of the asset acquisition.

Rapid expansion and onboarding of 770 new team members could strain resources.

Differentiation

Zinnia offers a comprehensive platform for life and annuity insurance products.

The company leverages advanced technology and data analytics for efficient product management.

Zinnia's recent acquisition of Ebix's assets enhances its CRM and agency management tools.

Upsides

Zinnia secured $300 million in funding from Vista Credit Partners.

The acquisition of Ebix's assets expands Zinnia's market share and service offerings.

Growing demand for personalized insurance solutions benefits Zinnia's tailored product approach.

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