Client Servicing Team Lead
2 weeks ago
As a Client Servicing Team Lead at Clearwater Analytics, you will be responsible for leading and managing a team of client servicing professionals focused on maximizing employee engagement and building a culture of teamwork, collaboration, and continuous improvement. You will lead from the front, providing guidance, support, and coaching to team members, and contribute to strategic planning, hiring decisions, team structure, and succession planning.
You will collaborate with cross-functional internal teams to identify areas for process optimization, implement best practices, and drive operational excellence within the Client Servicing division. You will lead from the front by building and maintaining strong relationships with clients, playing a critical role in daily client success.
Key Responsibilities:
- Monitor the team's delivery to the client, allocating work, ensuring quality delivery, and providing team-level training or knowledge management where required.
- Own the preparation and execution of regular 1-on-1s and biannual performance management reviews, identifying and facilitating learning and career growth opportunities for the team.
- Design, implement, and track quantitative and qualitative metrics to measure the success of projects, people, and processes, including NPS, CSAT, CEM, SLA delivery, Retention, ESS, Gross Margin, Client Churn, Automation improvements, and employee attrition.
- Lead SteerCos and client relationship reviews, while also acting as a confident, knowledgeable, and patient escalation point for any client issues.
- Help build a differentiated offering by strategizing with product management and development teams to improve our client offering, operational tooling, supporting sales efforts, and develop repeatable and scalable processes.
- Ensure 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.).
- 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.
- Experience working in the finance or FinTech industry, with a knowledge of investment accounting or investment operations preferred.
- 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).
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