Client Servicing Team Lead

Client Servicing Team Leads at Clearwater Analytics are responsible for leading and managing a team of client servicing professionals. They focus on maximizing employee engagement, building a culture of teamwork, collaboration, continuous improvement, empowerment, and accountability. They provide guidance, support, and coaching to team members, contributing to strategic planning, hiring, team structure, and succession planning. They also collaborate with cross-functional internal teams to optimize processes and drive operational excellence, while building strong client relationships and ensuring daily client success.

Must Have

• Monitor team delivery to clients, allocate work, ensure quality, and provide training.
• Prepare and execute regular 1-on-1s and biannual performance reviews; facilitate learning and career growth.
• Design, implement, and track quantitative and qualitative metrics for projects, people, and processes.
• Lead SteerCos and client relationship reviews; act as an escalation point for client issues.
• Strategize with product management and development to improve client offering and operational tooling.
• Ensure seamless transition of newly onboarded clients into steady-state operations.
• Utilize tools like Salesforce, Workday, Power BI to monitor and drive team performance.
• Ability to communicate information clearly, concisely, and confidently in written and verbal contexts.
• Experience managing people or demonstrated success mentoring and coaching junior colleagues.
• Experience delivering measurable KPIs weekly and monthly in prior roles.
• Proficiency in Microsoft Excel (VLOOKUP, SUMIF, Pivot Tables, VBA, etc.).
• Strong computer skills, including proficiency in Microsoft Office.
• Excellent attention to detail and strong documentation 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).

Good to Have

• Familiarity with insurance and/or investment management market concepts.
• Experience working in the finance or FinTech industry, with knowledge of investment accounting or investment operations.

Job Summary:

Client Servicing Team Leads are responsible for leading and managing a team of client servicing professionals, focused on maximizing employee engagement, and building a culture of teamwork, collaboration, continuous improvement, empowerment, and accountability. They lead from the front and provide guidance, support, and coaching to team members and contribute to strategic planning, hiring decisions, team structure, and succession planning.

They collaborate with cross-functional internal teams to identify areas for process optimization, implement best practices, and drive operational excellence within the Client Servicing division. They lead from the front by building and maintaining strong relationships with clients, playing a critical role in daily client success.

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.).

Required Skills:

• 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.

Education and Experience:

• Bachelor’s degree in Accounting, Finance, Business, Mathematics, Sciences, or related field.
• 4+ years of directly applicable experience (reconciliation, accounting, or finance).