Client Experience Manager, Vice President

State Street; Sacramento (CA); On-site; USD 180,000 - 280,000; Full time

Job summary

PremierCTS, a State Street business, seeks a Vice President to lead regional delivery of high-touch client technology services, production issue management and service governance for strategically important clients.

In this senior role you will manage client relationships, oversee major incidents, drive continuous improvement and executive reporting, and embed scalable processes that deliver measurable service outcomes.

Qualifications

• Senior client-facing technology leader able to oversee regional delivery and client engagements.
• Experience managing major incidents, problem management and service governance.
• Ability to translate a technology engagement strategy into regional execution with measurable outcomes.

Responsibilities

• Act as a key member of the technology relationship team for PremierCTS clients within the region as pertains to their daily Production Support.
• Build trusted partnerships with client technology and operational stakeholders and represent the voice of the client across technology organizations.
• Lead technology service reviews, have oversight of onboarding activities and escalation management.
• Ensure delivery of clear, accurate client-facing documentation, including incident summaries, service reviews and root cause analyses.
• Operate a structured client feedback and insights approach, translating relationship intelligence, service trends and NPS feedback into clear actions and measurable improvements.
• Provide regional leadership and oversight during critical incidents, major outages and high-priority client escalations.
• Collaborate within operational leaders and coordinate client impact assessment, recovery priorities and stakeholder engagement across incident-management, technology and business teams.
• Approve and oversee timely client notifications, progress updates, closure notices and root cause communications.
• Ensure material incidents and recurring issues are converted into owned corrective actions, preventive measures and long-term stability improvements.
• Lead regional day-to-day PremierCTS operations and ensure consistent execution of service standards and controls.
• Maintain resilient follow-the-sun coverage through effective resource planning, handovers and escalation arrangements.
• Use operational and client-impact trends to identify risk, prioritise improvement and support service transformation.
• Lead and develop the regional PremierCTS team, setting clear objectives, service standards and accountability.
• Build organisational capability through coaching, succession planning, cross-training and targeted development.
• Align capacity and resources to client priorities, service risk and the requirements of the global follow-the-sun model.
• Foster an inclusive, collaborative and client-focused culture that supports innovation, continuous improvement and delivery excellence.
• Own regional service governance, client commitments, operational controls and risk-management practices.
• Define and review service levels, enterprise KPIs, client-experience measures and operational trends, providing clear insight to senior leadership.
• Lead executive reporting, due diligence, audits, client reviews and transformation governance within the region.
• Maintain a reliable source of truth for client engagement data, feedback, actions and performance measures.
• Drive adoption of common governance, engagement and reporting standards across regions and teams.
• Sponsor root cause analysis and corrective-action programmes, ensuring clear ownership, governance and timely completion.
• Use incident, service, client-feedback and NPS trends to identify recurring issues, prioritise interventions and deliver measurable improvement.
• Partner with technology teams to advance preventive actions, automation and long-term stability.
• Promote lessons learned, knowledge management and reuse of standard client-engagement content and artefacts.
• Lead regional adoption of modern engagement tooling, including dashboards, portals, analytics and centralised content libraries.
• Partner with Technology, Client Service, Product, Operations and Risk leaders to deliver client, control and service outcomes.
• Advise senior leadership on client health, service performance, operational risk, transformation progress and strategic priorities.
• Translate the Technology Client Engagement transformation roadmap into coordinated plans, with clear milestones, owners and KPIs.
• Represent the region in

Job description

PremierCTS, VP

Executive Summary

The Vice President, PremierCTS is a senior client-facing technology leader responsible for regional delivery of high-touch support, production issue management, service governance and client engagement for strategically important clients. The role provides executive oversight of client-impacting technology issues and is accountable for operational excellence, proactive communication, client experience and consistent execution of the PremierCTS service model.

Leading Client Technology Managers and operational resources within a global follow-the-sun model, the Vice President drives service quality, major incident response, problem management, client satisfaction and strategic technology partnership across assigned portfolios. The role also translates the Technology Client Engagement strategy into regional execution by strengthening client insights, standardising engagement practices, modernising tools and reporting, and embedding scalable processes that deliver measurable service and client outcomes.

Key Responsibilities

Client Relationship Management

• Act as a key member of the technology relationship team for PremierCTS clients within the region as pertains to their daily Production Support.
• Build trusted partnerships with client technology and operational stakeholders and represent the voice of the client across technology organizations.
• Lead technology service reviews, have oversight of onboarding activities and escalation management.
• Ensure delivery of clear, accurate client-facing documentation, including incident summaries, service reviews and root cause analyses.
• Operate a structured client feedback and insights approach, translating relationship intelligence, service trends and NPS feedback into clear actions and measurable improvements.

Major Incident Management & Escalation Leadership

• Provide regional leadership and oversight during critical incidents, major outages and high-priority client escalations.
• Collaborate within operational leaders and coordinate client impact assessment, recovery priorities and stakeholder engagement across incident-management, technology and business teams.
• Approve and oversee timely client notifications, progress updates, closure notices and root cause communications.
• Ensure material incidents and recurring issues are converted into owned corrective actions, preventive measures and long-term stability improvements.
• Lead regional day-to-day PremierCTS operations and ensure consistent execution of service standards and controls.
• Maintain resilient follow-the-sun coverage through effective resource planning, handovers and escalation arrangements.
• Use operational and client-impact trends to identify risk, prioritise improvement and support service transformation.

Team Leadership & Talent Development

• Lead and develop the regional PremierCTS team, setting clear objectives, service standards and accountability.
• Build organisational capability through coaching, succession planning, cross-training and targeted development.
• Align capacity and resources to client priorities, service risk and the requirements of the global follow-the-sun model.
• Foster an inclusive, collaborative and client-focused culture that supports innovation, continuous improvement and delivery excellence.

Service Governance & Reporting

• Own regional service governance, client commitments, operational controls and risk-management practices.
• Define and review service levels, enterprise KPIs, client-experience measures and operational trends, providing clear insight to senior leadership.
• Lead executive reporting, due diligence, audits, client reviews and transformation governance within the region.
• Maintain a reliable source of truth for client engagement data, feedback, actions and performance measures.
• Drive adoption of common governance, engagement and reporting standards across regions and teams.

Problem Management & Continuous Improvement

• Sponsor root cause analysis and corrective-action programmes, ensuring clear ownership, governance and timely completion.
• Use incident, service, client-feedback and NPS trends to identify recurring issues, prioritise interventions and deliver measurable improvement.
• Partner with technology teams to advance preventive actions, automation and long-term stability.
• Promote lessons learned, knowledge management and reuse of standard client-engagement content and artefacts.
• Lead regional adoption of modern engagement tooling, including dashboards, portals, analytics and centralised content libraries.

Collaboration & Stakeholder Management

• Partner with Technology, Client Service, Product, Operations and Risk leaders to deliver client, control and service outcomes.
• Advise senior leadership on client health, service performance, operational risk, transformation progress and strategic priorities.
• Translate the Technology Client Engagement transformation roadmap into coordinated plans, with clear milestones, owners and KPIs.
• Represent the region in