Director, Client Relationship

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

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 settin...