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Clearwater Analytics (CWAN) · 1 month ago

Client Servicing Team Lead

Boise Office

Full-time

Onsite

Mid, Senior Level

4+ years exp

Clearwater Analytics is seeking a Client Servicing Team Lead to manage a team of client servicing professionals. This role involves maximizing employee engagement, optimizing processes, and ensuring client success through collaboration and leadership.

AccountingAnalyticsData IntegrationInsurTech

Responsibilities

Monitors the teams’ delivery to the client, allocating work, ensuring quality delivery, and providing team level training or knowledge management where required

Owns the preparation and execution of regular 1-on-1s and biannual performance management reviews; identifies and facilitates learning and career growth opportunities for the team

Designs, implements, and tracks quantitative and qualitative metrics to measure the success of projects, people, and processes; key success metrics include NPS, CSAT, CEM, SLA delivery, Retention, ESS, Gross Margin, Client Churn, Automation improvements, and employee attrition

Leads SteerCos and client relationship reviews, whilst also acting as a confident, knowledgeable, and patient escalation point for any client issues

Helps build a differentiated offering by strategies with product management and development teams to improve our client offering, operational tooling, supporting sales efforts, develop repeatable and scalable processes

Ensures the seamless transition of newly onboarded clients into steady-state client servicing operations

Make use of tooling to monitor and drive team performance (Salesforce, Workday, Power BI, etc.)

Qualification

Client relationship managementKPI managementTeam leadershipFinance industry experienceMicrosoft ExcelCommunication skillsProblem-solving abilitiesOrganizational skillsInterpersonal skillsAttention to detail

Required

Familiarity with insurance and/or investment management market concepts a plus

Ability to communicate information clearly, concisely, and confidently in written and verbal contexts, including small and large group settings for both internal and external (client-facing) audiences

Experience managing people or demonstrated success mentoring and coaching more junior colleagues

Experience delivering measurable KPIs weekly and monthly in prior roles

Microsoft Excel (VLOOKUP, SUMIF, Pivot Tables, VBA, etc.)

Strong computer skills, including proficiency in Microsoft Office

Excellent attention to detail and strong documentation skills

Outstanding verbal and written communication skills

Strong organizational and interpersonal skills

Exceptional problem-solving abilities

Bachelor's degree in Accounting, Finance, Business, Mathematics, Sciences, or related field

4+ years of directly applicable experience (reconciliation, accounting, or finance)

Preferred

Experience working in the finance or FinTech industry, with a knowledge of investment accounting or investment operations preferred

Company

Clearwater Analytics (CWAN)

Glassdoor3.5

Clearwater Analytics (NYSE: CWAN) is transforming investment management with the industry’s most comprehensive cloud-native platform for institutional investors across global public and private markets.

Founded in 2004

Boise, Idaho, USA

1001-5000 employees