Department: Client Services – Strategic and Large Asset Management (SLAM)
Role Summary
The Account Service Delivery Manager (SDM) is Clearwater’s primary day-to-day point of contact for some of the world’s largest and most sophisticated institutional clients spanning asset management and insurance verticals. You are the face of Clearwater to your clients, and their strongest internal advocate.
In this role, client health and client delight are your north star. You own the full client relationship; from the daily platform user to the executive decision-maker ensuring every interaction reflects the quality, responsiveness, and trust that defines the Clearwater experience. You manage client engagement, monitor service health, drive timely resolution of issues, and proactively identify opportunities to deepen the partnership and grow the client’s use of the platform.
You will also serve as a trusted advisor on investment operations and platform capabilities, collaborating closely with teams across Alternatives, Recon, Product, Billing, Sales, and Global Delivery to deliver a seamless, high-quality client experience. If you thrive on building relationships, solving complex problems, and making clients feel genuinely supported, this role is built for you.
You will also leverage AI-enabled tooling to streamline processing, accelerate issue resolution, and identify scalable improvements across the client servicing model.
Key Responsibilities
Client Relationship & Day-to-Day Engagement
- Serve as the primary point of contact for your clients owning the relationship from daily users to executive decision-makers and ensuring every touchpoint reflects Clearwater’s commitment to service excellence.
- Build deep, trust-based relationships with clients, becoming a dependable partner they turn to first for questions, escalations, strategic guidance, and platform adoption.
- Run regular client service reviews and engagement check-ins, maintaining visibility at both the operational and senior stakeholder level.
- Own client escalations end-to-end coordinating swift, clear resolution across internal teams while keeping clients informed throughout.
Client Health & Delight
- Monitor and manage overall client health, tracking satisfaction, service delivery quality, and engagement across your portfolio.
- Proactively identify risks to client satisfaction or retention and take action before issues escalate.
- Ensure accurate and on-time delivery of daily, monthly, quarterly, and annual reporting and operational services.
- Aggregate client feedback and channel insights back to Product, Operations, and leadership to improve the Clearwater offering.
- Track and report on key service health indicators including client satisfaction scores, service acknowledgement and resolution times, on-time delivery, and revenue retention.
Operational Delivery
- Investigate and resolve client inquiries across investment accounting, reporting, reconciliation, platform usage, and operational workflows using Clearwater’s front- and back-office tooling.
- Perform operational activities including account setup, month-end lockdowns, reconciliations, compliance tasks, and investment data validation.
- Navigate complex multi-custodian, multi-portfolio, and multi-currency environments with a sharp focus on data quality and auditability.
- Support client projects including onboarding, portfolio transitions, custom reporting, and process improvement initiatives.
Growth & Continuous Improvement
- Identify opportunities to expand the client’s use of Clearwater’s platform, collaborating with Sales to support retention and organic growth.
- Spot recurring themes, product gaps, and process inefficiencies; contribute to documentation and scalable best practices.
- Stay current on Clearwater product enhancements and industry developments to provide informed, proactive guidance to clients.
Qualifications
- Bachelor’s degree in Finance, Accounting, Economics, Business, or equivalent experience.
- 5+ years in a client-facing financial services role, ideally in investment accounting, reconciliation, or institutional servicing.
- Proven track record of owning and growing relationships with large institutional clients.
- Strong communicator — equally comfortable in a daily check-in with an analyst and an executive service review.
- Sharp ownership mindset with a genuine instinct for client delight and service excellence.
- Comfortable in a fast-paced, high-expectation environment where priorities shift and clients depend on you.
- Familiarity with AI applications and Salesforce CRM preferred.
