Steven Johnson
Sr Manager - Service Delivery & Account Management @Clearwater Analytics
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WORK HISTORY
Sr Manager - Service Delivery & Account Management @Clearwater Analytics
Primary Responsibilities:Client Relationship Management:Act as the primary relationship contact for clientsDevelop and expand client relationships, understanding their business and product needsEnsure client engagement at all levels, from daily users to decision-makersService Delivery and Support:Plan and oversee accurate daily, monthly, quarterly, and annual reporting support and servicesCoordinate and execute resolution of service incidents and escalation of technical issuesEnsure quality servicing, adherence to SLAs, and operational performance in line with SOPsManage the Client Engagement Model and client health reportingLead remote and in-person client engagement meetingsProject Management:Work with external clients and internal teams to resolve issues and complete projectsActively manage client priorities and project efforts across multiple internal groupsPerformance Management:Execute on deliverable reporting timeliness for monthly lockdowns and related reporting packagesDrive platform usage and proactively support clients to reduce downtime and support costsTeam Leadership:Industry and Product Knowledge:Maintain knowledge of product enhancements and the changing investment accounting industryUnderstand investment accounting terminologyAggregate client feedback to improve operations and expand product offeringsBusiness Development:Collaborate with sales and support groups to demonstrate the value of support offeringsIdentify business opportunities for expanded supportSpecific Technologies and Tools:Microsoft Office Suite, primarily Excel: For data analysis, reporting, and communicationChat GPT: For leveraging AI capabilities in various tasksInternally developed accounting applications: Specific to Clearwater Analytics for investment data managementSalesforce: For managing client inquiries and relationship dataClearwater\'s proprietary web-based system: For investment data reconciliation and reportingVarious internal tools.
EDUCATION
Washington State University
Bachelor of Arts (BA), Social Sciences
WSU Carson College of Business
Master of Business Administration (MBA), Business Administration and Management, General
SKILLS
ABOUT STEVEN JOHNSON
A well educated professional and graduate of Washington State University. I serve as…
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