Client Support Manager (Incident Management)

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:
The Client Support Manager will provide support and advice to the Client Operations Analysts, Service Managers and Operational Leads on systems issues in both production support and development of new processes/support. CSMs will report escalated Operational and Production incident items directly to the External client; and provide assistance to our Internal teams in the mitigation and resolution of issues. CSM is responsible for building motivated teams, and performance evaluation.

Client Support Lead are liaisons between Information Technology, Finance, Operations, External clients etc. and are responsible for facilitating the flow of information between departments.

WHAT YOU’LL DO:

• Take ownership of clients’ issues and coordinate with internal stakeholders for timely resolutions. Act as the first point of escalation on clients’ issues.
• Take lead in mentoring and motivating teammates to ensure constant improvement
• Daily management of the members of the client support team including on-site, remote and offshore team members.
• Performance evaluation of the team
• Develop best practices, standards, and policies for the team
• Completing research and providing analysis as needed to support management in decision making
• Developing and executing proposed business and technical solutions
• 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 leadership and others
• Flexibility in work schedule including regular participation in an On-Call rotation

WHAT YOU’LL NEED:

• 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 level of associates and managers to meet business needs
• 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
• 10+ years’ experience in Annuity, mutual funds, financial services, or life insurance work experience preferred
• Experience in project management preferred

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 opportunity, tuition reimbursement, and so much more. The expected salary range for this position is $85,000 - $105,000, dependent on skills and location. The salary range is a good faith estimate based on what a successful candidate might be paid in certain Company locations. All offers presented to candidates are carefully reviewed to ensure fair, equitable pay by offering competitive salaries that align with the individual’s skills, education, experience, training, and geographic location and may be above or below the stated amounts. 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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