Client Servicing Team Lead

Department: Client Services – Strategic and Large Asset Management (SLAM)

Role Summary

As a Client Servicing Team Lead in Clearwater’s Strategic and Large Asset Management (SLAM) division, you will lead a high-performing team supporting some of Clearwater’s largest, most sophisticated, and fastest-evolving clients spanning both asset management and insurance verticals.

This is a leadership role first. You set direction, develop your team, and serve as a senior strategic partner to Clearwater's most complex clients. You contribute to strategic planning, hiring, and succession and while your primary focus is leading from the front, you'll regularly step into the day-to-day details, client escalations, and time-sensitive fire-drills alongside your team when it counts.

The ideal candidate is an experienced people leader who thrives at the intersection of client partnership, investment operations, commercial growth, and process innovation, comfortable operating across Alternatives, Recon, Product, Billing, Sales, and Global Delivery.

You will also lead adoption of AI-enabled tooling to drive smarter workflows and more scalable processes across the client servicing model.

Key Responsibilities

Team Leadership & People Development

• Set direction and priorities, allocating work, ensuring delivery quality, and providing coaching and training.

• Own 1-on-1s and performance reviews; identify and support career growth for each team member.

• Mentor and develop junior team members, stepping into the work directly when needed.

• Foster a culture of accountability, collaboration, and continuous improvement.

Strategic Client Partnership

• Lead SteerCos, executive relationship reviews, and escalations for Clearwater’s largest SLAM clients.

• Serve as the senior escalation point for complex inquiries across investment accounting, reporting, reconciliation, and platform workflows.

• Ensure smooth onboarding transitions into steady-state operations.

• Help clients maximize the value of their Clearwater partnership.

Performance & Process Excellence

• Track and report on metrics: spanning client satisfaction (NPS, CSAT), service delivery, commercial health (retention, gross margin, churn), and team performance.

• Identify trends and gaps; drive service improvements and scalable best practices.

• Partner with Product and Development to shape tooling, processes, and the broader client offering.

Cross-Functional Leadership

• Own internal partnerships across Product, Data, Recon, Billing, Global Delivery, Implementation, and Sales to ensure seamless delivery.

• Contribute to hiring, team structure, and succession planning.

• Support prospecting and client expansion efforts alongside the Sales team.

Qualifications

• Bachelor’s degree in Finance, Accounting, Economics, Business, or equivalent experience.

• 9+ years in reconciliation, accounting, or finance ideally in investment, insurance, or institutional servicing.

• 4+ years in a people management role with a track record of developing high-performing teams.

• Experience with large institutional clients strongly preferred.

• Proficiency in Microsoft Office (Excel); Salesforce experience preferred.

• Strong communicator with confidence engaging executive-level stakeholders.

• Familiarity with AI applications and Salesforce CRM preferred.

• Proven ability to deliver and report on measurable KPIs.