Sr, Service Delivery Manager

Clearwater Analytics•Boise, ID

About The Position

The Account Service Delivery Manager (SDM) is Clearwater’s primary day-to-day point of contact for some of the world’s largest and most sophisticated institutional clients across asset management and insurance. The SDM owns the full client relationship, from daily platform users to executive decision-makers, and ensures that client interactions reflect Clearwater’s quality, responsiveness, and trust. The role manages client engagement and service health, drives timely issue resolution, and identifies opportunities to deepen partnerships and expand client use of the platform. The SDM serves as a trusted advisor on investment operations and platform capabilities, working closely with teams across Alternatives, Recon, Product, Billing, Sales, and Global Delivery to provide a seamless client experience. The role also uses AI-enabled tools 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.
Proven track record of owning and growing relationships with large institutional clients.
Strong communication skills, including the ability to work with both analysts and executive stakeholders.
Strong ownership mindset and commitment to client delight and service excellence.
Comfort working in a fast-paced, high-expectation environment with shifting priorities.

Nice To Haves

Experience in investment accounting, reconciliation, or institutional servicing.
Familiarity with AI applications and Salesforce CRM.

Responsibilities

Serve as the primary point of contact for clients, owning relationships from daily users through executive decision-makers.
Build trust-based client relationships and provide support with questions, escalations, strategic guidance, and platform adoption.
Conduct regular client service reviews and engagement check-ins with operational and senior stakeholders.
Own client escalations end-to-end, coordinate resolution across internal teams, and keep 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, on-time delivery of daily, monthly, quarterly, and annual reporting and operational services.
Aggregate client feedback and share insights with Product, Operations, and leadership.
Track and report service health indicators, including satisfaction scores, acknowledgement and resolution times, on-time delivery, and revenue retention.
Investigate and resolve client inquiries related to investment accounting, reporting, reconciliation, platform use, 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 while maintaining 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 tools to streamline processing, accelerate issue resolution, and identify scalable servicing improvements.