Serve as primary client contact and trusted advisor for Clearwater clients, manage daily reporting and SLA-driven service delivery, resolve incidents and escalations, lead client engagement and training, expand client relationships, mentor analysts, and drive platform adoption and operational improvements.
Service Delivery Manager
Clearwater Analytics is the fintech platform trusted by the world's largest investment managers, insurers, and asset owners to power their investment accounting and reporting. As a Service Delivery Manager, you'll be the trusted advisor our clients rely on — solving complex portfolio accounting challenges, building lasting relationships, and helping clients get the most out of our platform every day.
This is a high-visibility client-facing role with real ownership: you'll manage the full client relationship lifecycle, from daily support to strategic engagement, and have a direct hand in driving client satisfaction and retention.
What You'll Do
- Serve as the primary point of contact for a portfolio of clients, from daily users to decision-makers
- Own daily reporting service delivery, ensuring SLAs and quality standards are consistently met
- Lead resolution of service incidents and escalate technical issues as needed
- Drive the Client Engagement Model — leading client health reviews and in-person/remote meetings that increase platform adoption
- Train clients on best practices and new product features to maximize their investment operations
- Build and expand relationships across client organizations, understanding their evolving business needs
- Mentor and support Analysts on the team
Required Skills
- Working knowledge of financial services and investment accounting
- Working knowledge of structured products, derivatives, and fixed-income securities is a plus, but not required
- 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
Clearwater Analytics (CWAN) Chicago, Illinois, USA Office
Located in the heart of the Loop in Downtown Chicago. The office is easy to get to with various train and bus stops nearby.
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