Service Delivery Manager

Clearwater Analytics (CWAN); Boise (ID); On-site; USD 90,000 - 125,000; Full time

Job summary

Clearwater Analytics (CWAN) is seeking a Service Delivery Manager in Boise to establish and maintain strong client relationships, acting as a trusted advisor on daily reporting, investment accounting, and platform usage.

You will oversee service delivery, SLA adherence, and escalation of technical issues while guiding client engagements and trainings to optimize operations and platform adoption.

Qualifications

• Bachelor's degree in accounting or a related field or equivalent experience in Investment Management or Financial Services.
• 3+ years of relevant experience in service delivery or client-facing roles.

Responsibilities

• Plans and oversees the fulfillment of accurate daily reporting support and service for clients, ensuring quality servicing and adherence to SLAs.
• Coordinate and execute resolution of service incidents and escalation of technical issues.
• Manages Client Engagement Model & client health reporting, including planning and leading remote and in-person client engagement meetings.
• Provides client training on best practices around daily operational and trading support using Clearwater features and enhancements.
• Develops client relationships and expands network within client organizations, understanding client business and product needs.

Skills

Financial services knowledge

Investment accounting

Structured products & derivatives

Microsoft Office proficiency

Communication skills

Organization & documentation

Problem-solving

Education

Bachelor's degree in accounting or related field

Tools

Microsoft Office

Job description

Service Delivery Managers are responsible for establishing, maintaining, and managing strong relationships with Clearwater’s clients, serving as the main point of contact and ensuring ongoing client engagement, from the daily user to decision maker level.They are viewed by our clients as a trusted advisor, solving complex investment reporting and portfolio accounting challenges, and acting as a strong internal advocate on their behalf. By maintaining knowledge of product enhancements and the changing investment accounting industry, they play a crucial role providing valuable insights to empower our clients to optimize their investment operations, ensuring client satisfaction and driving business growth.Responsibilities:Plans and oversees the fulfillment of accurate daily reporting support and service for clients, ensuring quality servicing, adherence to SLAs, and operational performance in line with SOPs.Coordinate and execute resolution of service incidents and escalation of technical issues.Manages Client Engagement Model & client health reporting, including planning and leading remote and in-person client engagement meetings and driving platform usage.Provides client training on best practices around daily operational & trading support using Clearwater and advises how to leverage new features and enhancements.Develops client relationships and expands network at those organizations, understanding client business and product needs.Provides guidance and mentorship to Analysts in the team.Required Skills:Working knowledge of financial services and investment accounting.Working knowledge of structured products, derivatives, fixed-income securities, etc. Preferred.Self-starter who proactively seeks out solutions and expertise.Able to execute in a fast paced and sometimes ambiguous environment.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 or similar field, or relevant experience in Investment Management, Insurance, FinTech, Investment Accounting, Financial Services, or Investment Operations.3+ years of relevant experience.