Client Servicing Team Lead

Clearwater Analytics, LLC; Boise (ID); On-site; USD 80,000 - 100,000; Full time

Job summary

Clearwater Analytics, LLC in Boise, Idaho is seeking a Client Servicing Team Lead to manage a team of professionals focused on enhancing client satisfaction and operational excellence. The ideal candidate will have significant experience in finance or investment management, along with strong leadership and communication skills.

This role involves monitoring team performance, implementing best practices, and collaborating across departments to optimize client servicing operations. A Bachelor's degree in a related field is required, with at least 7 years in accounting or finance.

Qualifications

• 7+ years of applicable experience in reconciliation, accounting, or finance.
• 2+ years in a people manager role.
• Experience in finance or FinTech, knowledge of investment accounting preferred.

Responsibilities

• Lead and manage the Client Servicing team to ensure quality delivery.
• Monitor performance metrics and track success of projects.
• Facilitate learning and career growth opportunities.

Skills

Communication skills

Microsoft Excel (VLookUp, SUMIF, Pivot Tables, VBA)

Attention to detail

Organizational skills

Problem-solving abilities

Education

Bachelor’s degree in Accounting, Finance, Business, Mathematics, Sciences, or related field

Tools

Salesforce

Workday

Power BI

Job description

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 team’s 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, and 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.
• 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.
• 7+ years of directly applicable experience (reconciliation, accounting, or finance).
• 2+ years demonstrated success in a people manager role.
• 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.

Diversity & Inclusion

Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with the job description, we encourage you to still apply! You may be just what we're looking for.