Subject Matter Expert - Client Servicing

We’ve recently opened a brand-new office in Frankfurt’s Opernturm, home to a brilliant and rapidly growing local team – a clear signal of our long-term commitment to the DACH market, where a growing number of organisations are choosing our cloud-native, front-to-back platform for investment management. 

This is a rare opportunity to join Clearwater at an inflection point: you will apply deep domain expertise to some of our largest and most complex client relationships, while helping shape the tools, processes and standards that support the wider DACH team as it grows. 

JOB SUMMARY 

Client Services SMEs are responsible for developing and applying deep domain expertise to evaluate requirements and configure solutions that meet a wide range of investment accounting and reporting needs for Clearwater’s largest clients. 

You are viewed as a trusted advisor across the business, translating client business requirements into system configuration, process design, implementation materials and SOPs. You strategise with development teams to enhance our product offering, improve the client onboarding experience, shorten delivery timeframes, and build repeatable, scalable processes. 

The Clearwater Client Services Team is responsible for the on-going servicing of existing clients and seeks to improve clients’ day-to-day workflow through effective use of the Clearwater platform. We work as an extension of our clients’ teams, and collaborate with them to ensure our product meets their current and future needs. 

RESPONSIBILITIES 

• Communicate and collaborate effectively across the business globally to resolve problems and deep domain client inquiries accurately and efficiently 

• Translate client business requirements into specific system configuration, process design, implementation materials, training and SOPs 

• Deliver accurate, timely and thorough responses to any inquiry in both written and verbal contexts, with the ability to simplify complex topics 

• Act as a trusted member of the team, with the confidence to make decisions and contribute to client success, whilst providing instruction to colleagues within your area of expertise 

• Manage assigned projects and coordinate the resources required, including occasional work at client sites 

• Spread your knowledge by regularly providing mentorship/training, as well as designing and implementing training materials and SOPs. 

• Proactively work towards continuous improvement of processes, procedures, tools, and resources within the team. 

• Effectively handle escalations and problems, whether internal or client-facing 

• Consistently complete assigned projects, closing the loop internally and externally with concise communication 

• Engage confidently with a range of audiences, including internal and external executive-level stakeholders 

REQUIREMENTS 

• 3+ years of Clearwater experience 

• Able to own multiple projects at a time, achieving goals in creative and effective ways 

• Comfortable conversing with senior leadership, including executive leaders as required, with a sphere of influence extending across divisions and departments 

• Possesses strong industry knowledge and can advise peers in this area 

• Able to independently field most client inquiries and deliver value as a trusted client advisor