Client Servicing Team Lead
| Company | Clearwater Analytics |
|---|---|
| Location | Boise, ID, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- 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.
- 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.
- 7+ years of directly applicable experience (reconciliation, accounting, or finance).
- 2+ years demonstrated success in a people manager role.
- Experience delivering measurable KPIs weekly and monthly in prior roles.
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.).
Preferred Qualifications
- Experience working in the finance or FinTech industry, with a knowledge of investment accounting or investment operations preferred.