Sr, Service Delivery Manager

Clearwater Analytics•Boise, ID

17h

About The Position

The Account Service Delivery Manager (SDM) is Clearwater’s primary day-to-day point of contact for some of its largest and most sophisticated institutional clients in the asset management and insurance sectors. The SDM owns the full client relationship, from daily platform users to executive decision-makers, and serves as a client advocate and trusted advisor on investment operations and platform capabilities. The role focuses on client engagement, service health, timely issue resolution, and identifying opportunities to deepen partnerships and expand clients’ use of the platform. The SDM collaborates with Alternatives, Recon, Product, Billing, Sales, and Global Delivery teams to provide a seamless client experience. AI-enabled tooling is used to streamline processing, accelerate issue resolution, and identify scalable improvements to client servicing.

Requirements

Bachelor’s degree in Finance, Accounting, Economics, Business, or equivalent experience.
At least 5 years of experience in a client-facing financial services role, ideally in investment accounting, reconciliation, or institutional servicing.
Proven track record of owning and growing relationships with large institutional clients.
Strong communication skills, including the ability to communicate with both analysts and executive stakeholders.
Strong ownership mindset and a genuine instinct for client delight and service excellence.
Comfort working in a fast-paced, high-expectation environment where priorities shift and clients depend on you.

Nice To Haves

Familiarity with AI applications.
Familiarity with Salesforce CRM.

Responsibilities

Serve as the primary point of contact for clients and own relationships from daily users through executive decision-makers.
Build trust-based relationships and provide support, escalation management, strategic guidance, and assistance with platform adoption.
Conduct regular client service reviews and engagement check-ins with operational and senior stakeholders.
Coordinate client escalations end-to-end, securing timely resolution across internal teams and keeping clients informed.
Monitor client health, satisfaction, service delivery quality, and engagement across the client portfolio.
Identify risks to client satisfaction or retention and act before issues escalate.
Ensure accurate and timely delivery of daily, monthly, quarterly, and annual reporting and operational services.
Share client feedback and insights with Product, Operations, and leadership to improve Clearwater’s offering.
Track and report service health indicators, including satisfaction scores, service acknowledgment and resolution times, on-time delivery, and revenue retention.
Investigate and resolve client inquiries involving investment accounting, reporting, reconciliation, platform usage, and operational workflows.
Perform operational activities such as account setup, month-end lockdowns, reconciliations, compliance tasks, and investment data validation.
Work in multi-custodian, multi-portfolio, and multi-currency environments with attention to data quality and auditability.
Support client projects such as onboarding, portfolio transitions, custom reporting, and process improvement initiatives.
Identify opportunities to expand client use of Clearwater’s platform and collaborate with Sales on retention and organic growth.
Identify recurring themes, product gaps, and process inefficiencies, and contribute to documentation and scalable best practices.
Stay current on Clearwater product enhancements and industry developments to provide informed guidance to clients.
Use AI-enabled tooling to streamline processing, accelerate issue resolution, and identify scalable servicing improvements.