Client Servicing Team Lead

Clearwater Analytics • Boise, ID

5d

About The Position

Client Servicing Team Leads lead and manage a team of client servicing professionals, focusing on employee engagement and building a culture of teamwork, collaboration, continuous improvement, empowerment, and accountability. They provide guidance, support, and coaching to team members and contribute to strategic planning, hiring decisions, team structure, and succession planning.

The role collaborates with cross-functional internal teams to identify process optimization opportunities, implement best practices, and drive operational excellence within the Client Servicing division. It also involves building and maintaining strong client relationships and playing a critical role in clients’ daily success.

Requirements

• Bachelor’s degree in Accounting, Finance, Business, Mathematics, Sciences, or a related field.
• 7+ years of directly applicable experience in reconciliation, accounting, or finance.
• 2+ years of demonstrated success in a people manager role.
• Experience delivering measurable KPIs weekly and monthly in prior roles.
• Ability to communicate information clearly, concisely, and confidently in writing and verbally, including in small and large groups and with internal and client-facing audiences.
• Microsoft Excel skills, including VLookUp, SUMIF, Pivot Tables, and VBA.
• 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.

Nice To Haves

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

Responsibilities

• Monitor the team’s delivery to clients, allocate work, ensure quality delivery, and provide team-level training or knowledge management where required.
• Prepare and conduct regular 1-on-1s and biannual performance management reviews; identify and facilitate 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, and act as a confident, knowledgeable, and patient escalation point for client issues.
• Work with product management and development teams to improve the client offering and operational tooling, support sales efforts, and develop repeatable and scalable processes.
• Ensure the seamless transition of newly onboarded clients into steady-state client servicing operations.
• Use tools such as Salesforce, Workday, and Power BI to monitor and drive team performance.
• Contribute to strategic planning, hiring decisions, team structure, and succession planning.
• Build and maintain strong client relationships and support clients’ daily success.
• Collaborate with cross-functional internal teams to identify process optimization opportunities, implement best practices, and drive operational excellence.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager