Service Delivery Manager

, ID, United States

**Service Delivery Manager**

****Job Description:****

Acts as the primary relationship contact to coordinate and execute resolution of service incidents and escalation of technical issues. Plans and oversees the fulfillment of accurate daily/monthly/quarterly/annual reporting support and service. Manages Client Engagement Model & client health reporting. Ensures client engagement from the daily user to decision maker level of the client. Ensures quality servicing and operational performance within the parameters of delivery standards (SOPs). Provides guidance and mentorship to daily delivery team. Develops client relationships and expands network at those organizations, understanding of client business and product needs. Strategic planning of service delivery to drive usage and is proactive in service and support to reduce client downtime and support costs. Collaborates with sales and support groups to demonstrate value of support offering to client and identifies business opportunities for expanded support. Maintains knowledge of product enhancements and the changing investments accounting industry. Helps aggregate client feedback and provide guidance to improve operationally and expand the product offering.

**Responsibilities:**

+ Generally, oversees Large, Major and some Strategic relationships ($3-7m in ARR)

+ Technical Competency - equivalent to level 3 or 4 Analyst

+ Functional Competency

+ Having wide-ranging experience, uses professional concepts and company objectives to resolve increasingly complex issues in creative and effective ways. Clients view them as a trusted advisor on simple and complex issues. Relationships can be leveraged to facilitate references for the Sales team.

+ Evaluated On: NPS, CSAT, Service acknowledgement and resolution times, management of overall client health and engagement, Daily/Monthly on-time delivery. Revenue retention and organic client growth.

+ Client Priorities & Projects: Actively manages client priorities and project efforts across one or multiple internal groups. Consults and influences priority list from client for highest value and items out of scope. Identifies potential areas of business development or retention strategies. Supports efforts by sales team or sponsors.

+ CW tooling and Website competency equivalent to level 3 or 4 Analyst

+ Market: Understands and applies Clearwater's core value proposition (aggregate, reconcile, report) from a market- and client-agnostic standpoint. Possesses the ability to identify opportunities for improving the clients processes and systems. Recommends & supports efforts to improve product offering.

+ Efficiency: Rarely see repeat errors in work or When errors in daily work occur, proactively learns from those errors and works to avoid repeat mistakes going forward. Proactively works to continuously improve processes, procedures, tools and resources within their team and with clients.

+ METRICS: Manages workflow based on productivity and quality metrics as outlined by business

+ Engagement: Handles initial client escalations with less frequent support from manager. Runs regular service reviews with client, with little support from manager.

+ Intangibles

+ Has built productive internal and external relationships through collaboration. Possesses strong, clear and concise verbal and written communication skills, problem solving skills, the ability to handle difficult conversations independently and remains composed in times of conflict. Collaborates directly with clients to build relationships with soft skills in: listening, verbal and non-verbal communication, written communication, empathy, respect, and constructive feedback.

+ Internal Communication: Trusted to deliver accurate, timely, and thorough responses Level 1 to routine and non-standard inquiries in both written and verbal contexts. Audience is typically team lead level or below but may at times involve SLT. More frequently serves as a trainer. Sphere of influence mainly own department.

+ External Communication: Trusted to deliver accurate, timely, and thorough responses Level 1 to routine and non-standard inquiries in both written and verbal contexts. More frequently identifies and acts upon Level 2 servicing opportunities. Day-to-day communication is autonomous. Audience may at times include senior-level stakeholders.

+ Consultation: Developing deeper connections and trust with clients to influence processes or expand network

+ Leadership

+ Oversight: follows established procedures on work, receives little to no instruction on daily work, and only requires general instructions for newly introduced assignments. Can self-evaluate performance and make improvements where needed. May own longer-term, client-specific projects with moderate levels of oversight from management. Teaches and mentors Junior Service Delivery Managers and other team members

+ Continuous Service Improvement: Identifies opportunities for improvement and spearheads solutions individually and within delivery team. Ability to communicate client impact on a variety of issues and proactively seeks out opportunities to do so in support of CEM. Act as an extension of the clients team and as a project manager by coordinating with internal teams to deliver projects accurately and on time.

+ Feedback and delegation: Effectively manage client delivery and satisfaction through support of OPS team. Provides feedback to analyst team members and assigns priority to promote constant team improvement. Owns escalations and delegates effectively to manage client priorities**Requirements**

+ Bachelors Degree and directly relevant experience in Investment Management, Insurance, FinTech, Investment Accounting, or Investment Operations

+ Working knowledge of financial services, accounting, structured products, derivatives, fixed income securities, etc

+ Persuasive, clear and concise communication

+ Commitment to agility, continuous learning, improvement and operational excellence

+ Competitiveness, creativity, curiosity, passion and drive

+ Desired Experience and Skills

+ Professional certifications i.e. CPA and CFA are desirable

+ Prior experience with SQL, Python or other databases & coding languages is desirable**What we offer:**

+ Headquarters in the heart of downtown Boise with global offices in New York, Seattle, Edinburgh, London, Paris, Singapore

+ Business casual atmosphere in a flexible working environment

+ Team focused culture that promotes innovation and ownership

+ Access to cutting edge investment reporting technology and expertise

+ Continual learning, professional development, and growth opportunities

+ Competitive salary and benefits package; including health, vision and dental

+ Additional benefits including PTO, 401(k) with 4% employer match

+ Maternity and Paternity leave

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