Client Account Services Lead

About the role

The Client Account Services Lead will act as the primary liaison between Zinnia’s customers and internal delivery teams. You will own end‑to‑end support for the software platform, guiding clients through implementation, ongoing operations, and issue resolution.

Key responsibilities

• Manage all internal and external communications for assigned accounts, developing deep knowledge of each client’s business objectives and processes.
• Build and sustain strong working relationships with client stakeholders at every level, from individual contributors to senior executives.
• Respond promptly to client inquiries via email and phone, providing regular status updates and escalating critical issues as needed.
• Analyze client business needs, elicit and document functional and system requirements, and produce Statements of Work or Software Requirements Specifications.
• Define project scope, timelines, and deliverables, ensuring clear documentation for successful production deployment.
• Review enhancement and change‑request proposals, confirming clarity before development begins.
• Oversee the full implementation lifecycle, coordinating resources, managing expectations, and resolving conflicts effectively.

Required profile

• Proven ability to interact confidently with both technical and non‑technical audiences.
• Strong analytical and documentation skills, with experience in business analysis and requirements management.
• Excellent communication and conflict‑resolution abilities.
• Track record of managing complex projects and fostering lasting client relationships.

Required skills