Lead Client Servicing Associates guarantee service quality, daily operational follow-up, and customer satisfaction, while contributing to the continuous improvement of our products and processes. They work closely with clients as well as various teams in CWAN-Jump to assess their needs and provide appropriate solutions. Their primary role is to help our clients use our CWAN-Jump solution daily by providing solutions and responses to their requests. Our solutions are designed to meet our clients' requirements in accounting, compliance control, performance measurement, risk analysis, and reporting.
MAIN MISSION
Ensure operational follow-up and customer satisfaction on a daily basis, ensuring service continuity, quick incident resolution, and highlighting the platform's features.
RESPONSIBILITIES
Support and Client Relationship- Serve as the main point of contact for production clients.
- Manage and resolve incidents and requests within contractual deadlines (SLA).
- Monitor customer satisfaction and propose corrective action plans.
- Conduct regular meetings with clients (follow-up committees, activity reporting).
- Monitor client tickets in compliance with SLAs.
- Watch over and address operational exceptions.
- Keep client documentation up to date (procedures, user guides).
- Gather client needs and relay them to Product Management.
- Participate in hyper care phases of projects (post Go Live).
- Identify opportunities for continuous improvement (tools, processes, automation).
- Work in synergy with the implementation team during transition phases (go-live).
- Effectively escalate incidents to technical teams.
- Contribute to identifying opportunities for Professional Services.
DESIRED PROFILE
- Education: Master’s Degree (finance, financial engineering, information systems, business or engineering school).
- Experience: 0–3 years, ideally in middle/back office, client service, fintech, or asset management.
- Technical Skills: Knowledge of financial instruments, Excel, SaaS tools; SQL/API is a plus.
- Behavioral Skills: Client-oriented, rigorous, analytical mindset, prioritization management, and ease of communication in English and French.
OPPORTUNITIES
- Participate in the development of an innovative, fast-growing fintech.
- Evolve towards positions such as Client Success Manager or implementation consultant.
- Work at the heart of the digital transformation of asset management professions.
SUCCESS INDICATORS (KPIS)
- Ticket resolution rate within SLAs.
- Customer satisfaction level (NPS, post-incident surveys).
- Reduction in the number of recurring incidents.
- Contribution to product/process improvement projects.
- Client retention and absence of churn related to support.
What the Team is Saying
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What We Do
Enfusion, a Clearwater Analytics company (NYSE: CWAN), helps investment managers solve their most pressing challenges by approaching innovation from a fundamentally different perspective. Our cloud-native, multi-tenant architecture powers continuous innovation, non-disruptive upgrades, and unmatched speed to market for institutional investors. We empower them to see clearly—so they can act with confidence.
From hedge funds to asset managers, we support firms in streamlining operations and scaling efficiently, so they can remain focused on performance and strategy. Our global team supports over 14,500 investment managers across nine global offices on four continents.
Follow Clearwater (https://builtin.com/company/clearwater-analytics) to stay informed on how we’re driving the future of investment technology—together.
Why Work With Us
Enfusion is your opportunity to pursue your passion, showcase and further develop your skills, and launch a meaningful and rewarding career. Our environment is collaborative and entrepreneurial. We’re self-starters who work together to solve challenges and propel our mission forward. Enfusion is where your future meets the future of finance.
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