Client Services Analyst I

About the role

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.

Responsibilities

• Client Relationship & Support Management
• Serve as the primary point of contact for assigned clients, managing both voice and non-voice communications during US shift.
• Provide timely support for client issues, service requests, system defects, and business queries while meeting defined SLAs.
• Analyze reported issues, perform initial troubleshooting, coordinate with internal teams, and provide regular status updates until resolution.
• Build and maintain strong client relationships by understanding client business objectives, operational processes, and product requirements.
• Conduct client meetings, status calls, requirement discussions, issue reviews, and stakeholder communications.
• Business Analysis, Project Delivery & Release Management
• Gather, analyze, validate, and document business requirements, translating client needs into BRDs, user stories, process flows, use cases, and solution specifications.
• Facilitate requirement workshops, gap analysis sessions, impact assessments, and solution discussions with business and technical stakeholders.
• Evaluate enhancement requests and recommend optimal business and technical solutions aligned with client objectives.
• Prepare Statements of Work (SOW), effort estimates, cost estimates, change requests, and impact assessments for client enhancements.
• Act as the liaison between clients and cross-functional teams including Product Management, Development, QA, and Infrastructure
• Coordinate end-to-end delivery activities including requirement gathering, development support, testing, UAT, release planning, deployment, and post-production validation.
• Collaborate with QA teams to define test scenarios, acceptance criteria, business validation requirements, and support defect triage and sign-off activities.
• Track project milestones, risks, dependencies, deliverables, and timelines to ensure successful and high-quality implementation of business solutions.

Requirements

• Strong Business Analysis, Requirements Gathering, and Documentation skills.
• Experience in client-facing support, stakeholder management, and relationship management.
• Excellent verbal and written communication skills with the ability to interact effectively with US-based clients.
• Strong analytical, problem-solving, and decision-making abilities.
• Experience in incident management, issue resolution, escalation handling, and product support.
• Ability to translate business requirements into functional specifications and technical deliverables.
• Knowledge of Software Development Life Cycle and Release Management processes.
• Strong organizational, planning, multitasking, and project coordination capabilities.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Experience in Life Insurance, Annuity, Retirement Services, or Financial Services domains.
• Experience with tools such as Jira, basic of XML and MS office.
• Ability to work in overlapping US business hours and support client engagements.
• Experience in a B2B SaaS environment supporting enterprise clients and product delivery.
• WHAT'S IN IT FOR YOU?

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