Job Summary:
The Client Support team serves as the first point of contact for Clearwater’s Enfusion platform client inquiries, ensuring prompt, professional, and positive interactions. Team members handle requests by providing self-service resources, resolving straightforward issues, or escalating complex matters to the appropriate teams, always maintaining accuracy and adherence to procedures.
Client Support Analysts manage client calls, share expertise in specific systems using internal documentation, and deliver precise, timely information. Analysts address more complex investment and accounting-related requests, collaborating closely with internal teams to deliver thorough client solutions.
Across all roles, the focus is on delivering efficient, high-quality service that strengthens relationships, drives client satisfaction, and fosters long-term trust and advocacy in Clearwater’s Enfusion software.
Responsibilities:
Provide direct operational support for our investment management clients, ensuring client satisfaction, solution accuracy, and efficiency.
Handle operational client requests promptly while maintaining a friendly & professional demeanor.
Answer all phone calls and acknowledge/action every ticket in a timely manner.
Actively manage the ticket queue to ensure timely resolution and rapid response to all client requests.
Proactively provide relevant self-service documentation, ensuring clients have access to necessary resources to service their account.
Collaborate directly with clients to build valuable relationships and enhance their experience as a Clearwater Enfusion user.
Allocate time for Violet training, documentation review, and ongoing professional growth in partnership with your Client Support Manager (CSM).
Required Skills
Strong verbal and written communication skills.
Excellent organizational skills with keen attention to detail.
Proactive, collaborative mindset with the ability to escalate issues appropriately.
Highly organized, self-driven, and adaptable in a fast-paced environment.
Passion for delivering high-quality client support and service.
Interest in the buy-side finance industry; knowledge of hedge funds, financial products, and the investment process a plus.
Experience in a SaaS support role preferred.
Education and Experience:
Bachelor’s degree in Business, Finance, Economics, or a related field.
