Client Servicing Team Lead

Job Description

Client Servicing Team Lead | Clearwater Analytics

The Tone:
This is a full-time Client Servicing Team Lead role at Clearwater Analytics. The company provides the JUMP ULF (Unit Linked Fund) asset management platform to insurance clients. This role is crucial for leading and managing a team of client servicing professionals, driving employee engagement, building a collaborative culture, and ensuring ongoing client success by optimizing their use of the platform and meeting their reporting needs. The team works as an extension of client teams, ensuring the product meets current and future requirements.

The TL;DR
• Role: Full Time
• Type: Full-time

• Team: Leads and manages a team of client servicing professionals supporting JUMP ULF Insurance clients.
• Mission: To improve clients’ day-to-day workflow by increasing their knowledge of the front-back office asset management platform and providing them with effective solutions for performance and investment reporting.
• Tech Stack: Salesforce, Workday, Power BI, Microsoft Excel, Microsoft Office

What You’ll Actually Do
• Team Management: Monitors the team’s delivery to clients, allocates work, ensures quality delivery, and provides team-level training or knowledge management as required.
• Performance & Growth: Owns 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.
• Metric Development: Designs, implements, and tracks quantitative and qualitative metrics such as NPS, CSAT, SLA delivery, and employee attrition to measure the success of projects, people, and processes.
• Client Relations: Leads SteerCos and client relationship reviews, while also acting as a confident, knowledgeable, and patient escalation point for any client issues.
• Strategic Improvement: Collaborates with product management and development teams to improve client offerings, operational tooling, support sales efforts, and develop repeatable and scalable processes.

The Must-Haves
• Background: Bachelor’s degree in Accounting, Finance, Business, Mathematics, Sciences, or a related field, with demonstrated success in a people manager role.
• Experience: 7+ years of directly applicable experience in market finance, insurance, or front-back office operations, including 2+ years in a people manager role, experience delivering measurable KPIs weekly and monthly, and experience working in the market finance or FinTech industry.
• Skills: Microsoft Excel proficiency (VLookUp, SUMIF, Pivot Tables, VBA), outstanding verbal and written communication skills, excellent attention to detail and strong documentation skills, and exceptional problem-solving abilities.
• Bonus: Familiarity with insurance and/or investment management market concepts.