Season 2 | Ep. 40: Client-Driven Success - Implementing More Than Software

In episode 40 of the Risk Intel podcast, host Edward Vincent sat down with Sharon Campbell, VP of Client Services at SRA Watchtower, to explore the evolving role of client services in the SaaS industry. As Sharon explained, today’s client services teams do much more than just manage or implement software — they’re instrumental in driving successful client outcomes, integrating risk management solutions, and aligning these tools with business strategy. Sharon’s extensive experience in leading client-facing teams in financial institutions and SaaS companies positions her as an expert on how a service-driven approach can empower banks and financial firms to meet their risk management goals. In this episode, she dives into key strategies for integrating client feedback, creating efficient onboarding processes, and helping banks and credit unions adopt risk intelligence platforms with little to no IT dependency.

To catch up in this Client-Driven Success series, listen to Part One and Part Two.

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In this episode, Sharon and Ed dive into key strategies for integrating client feedback, creating efficient onboarding processes, and helping banks and credit unions adopt risk intelligence platforms with little to no IT dependency. Below are some of the key takeaways and lessons learned from this episode.

‍#1 Client Services as a Strategic Partner

‍Sharon began by discussing how client services have evolved beyond traditional roles. At SRA Watchtower, client services teams act as strategic partners to banks, ensuring that their enterprise risk management (ERM) platforms are fully aligned with each client’s specific goals and regulatory requirements.

"Client services should be more than reactive support—they should actively guide clients toward success." - Sharon Campbell

#2 The Importance of Implementation

Successful implementation goes beyond delivering software. It involves creating customized solutions that integrate seamlessly with the bank’s existing processes. Sharon highlighted how SRA Watchtower’s low-touch implementation enables banks to leverage risk intelligence platforms without the heavy lifting typically associated with IT projects.

#3 Feedback Loops

Sharon noted that continuous improvement is key to successful client services. By regularly collecting and acting on client feedback, SRA Watchtower ensures that its services remain aligned with client needs and evolving regulatory requirements.

"Feedback is the foundation of service evolution. Listening to our clients enables us to fine-tune our processes and provide tailored support"

# 4 Building Long-Term Client Relationships

A major theme of the episode was the importance of fostering long-term client relationships. Sharon shared insights into how trust, communication, and consistent delivery help solidify these relationships.

"We don't just focus on solving today’s challenges—we focus on building partnerships that will support our clients’ evolving needs."

# 5 Navigating Risk in Financial Institutions

Sharon explained how client services can help banks or credit unions navigate the increasingly complex world of risk management. With the right tools and partners, financial institutions can proactively address risks and meet compliance requirements. Sharon emphasized that the role of client services is pivotal in helping clients transition from traditional risk management practices to more modern, data-driven approaches.

Why Client Services Matters in Risk Management?

In today’s fast-evolving regulatory landscape, financial institutions face increasing pressure to manage risk effectively while meeting stringent compliance standards. Sharon explains that implementing software is no longer enough. Banks need a trusted partner who not only understands the technical side of risk management but also the complex regulatory environment in which they operate. SRA Watchtower’s client services team delivers this by offering tailored guidance and support at every stage of the process, helping institutions fully capitalize on their investment in a risk intelligence platform. Some of the benefits of having an experienced partner by your side include:

• Deep regulatory expertise: With a team of former risk practitioners, auditors, and regulators, SRA Watchtower provides insights into compliance and best practices that go beyond the software, helping clients align with industry standards.
• Streamlined implementation: SRA Watchtower ensures smooth and rapid onboarding of its risk management platform, reducing the time to value and minimizing disruptions to day-to-day operations.
• Proactive ongoing support: Instead of just responding to issues, the client services team actively monitors and advises on evolving risks, helping institutions stay adaptable and compliant as regulations shift.
• Optimized risk strategies: The team works closely with clients to fine-tune their risk management approach, integrating data insights and regulatory expectations into the overall strategy to improve decision-making.
• Maximized ROI: By offering continuous support and guidance, the client services team ensures that clients can extract the full value from their investment, from implementation to long-term operation.

SRA Watchtower’s client services team is more than just a point of contact; they are strategic partners invested in the success of each institution they work with. In a world where risks and regulations are constantly changing, having a knowledgeable partner by your side can make all the difference between merely meeting compliance requirements and truly excelling at risk management.

This episode highlighted how modern client services teams go beyond offering technical support to become strategic assets for their clients. Whether through efficient onboarding, actionable feedback loops, or long-term relationship building, the client services team at SRA Watchtower is dedicated to delivering more than just software. They help transform the way financial institutions manage risk and achieve business goals.

Schedule a meeting to learn more about our client services approach or risk solutions

Thanks for listening, this is part 3 of a 3 part series - click below to listen to part 1 or 2

Part 1: Client-Driven Success: Insights on Building a Client-Led Culture

Part 2: Client-Driven Success: Client Journey & Engaging Early and Often