Customer Success Representative

State Street; Burlington (MA); On-site; USD 120,000 - 203,000; Full time

Benefits offered by this job

401K with company match

Paid time off & health benefits

Employee assistance program

Volunteer days

Job summary

State Street is seeking a client-facing production support professional for Charles River IMS systems. The role involves remote management, administration, and support for hosted and non-hosted clients, acting as the main client contact and coordinating with multiple internal teams to ensure high-quality service.

Ideal candidates have 7+ years in the industry, experience with financial services systems, and strong communication skills.

Qualifications

• Bachelor’s degree in a technical or analytical discipline.
• Minimum 7+ years’ relevant industry experience.
• Experience with Financial Services Investment Management or related systems (e.g., Charles River IMS).
• ITSM certification preferred.
• Excellent customer service, troubleshooting, and communication skills.

Responsibilities

• Serve as the primary client contact for issues and ensure timely resolution.
• Collaborate with CRD and STT support teams to deliver end-to-end service.
• Hold regular meetings with Relationship Manager to review performance and improvements.
• Promptly acknowledge and respond to client inquiries to maintain satisfaction.
• Provide regular client updates on ticket status and ongoing issues.
• Develop strong client relationships and proactive communication.
• Produce detailed support status reports and drive transparency.
• Inform clients about changes, releases, and patches.

Skills

ITSM

Customer service

Technical troubleshooting

Verbal and written communication

Salesforce / ServiceNow

Education

Bachelor’s degree in technical/analytical field

Tools

Salesforce

ServiceNow

Charles River IMS

XML

Scripting

Job scheduling software

Job description

Company Profile

Charles River provides an end-to-end solution to automate front and middle office investment management functions across asset classes on a single platform. Delivered as a hosted service, the solution improves data quality and investment professional productivity, controls risk and lowers technology costs. Charles River serves more than 350 investment firms in over 40 countries in the institutional asset and fund management, private wealth, alternative investments, insurance, banking, and pension markets. Charles River were acquired by State Street in October 2018.

Company Profile

Charles River provides an end-to-end solution to automate front and middle office investment management functions across asset classes on a single platform. Delivered as a hosted service, the solution improves data quality and investment professional productivity, controls risk and lowers technology costs. Charles River serves more than 350 investment firms in over 40 countries in the institutional asset and fund management, private wealth, alternative investments, insurance, banking, and pension markets. Charles River were acquired by State Street in October 2018.

Background

A client-facing, business and technical staff position responsible for all aspects of managing production Charles River IMS systems for multiple Clients as part of the Charles River Software as a Service (Saas) offerings which includes Application Management for hosted and non-hosted clients.

Responsibilities

This role will involve working closely with Clients, providing expert level remote management, administration and support for Client production Charles River IMS solutions, including:

• Primary Client Contact Regarding Issues: The representative serves as the main point of contact for clients regarding any issues that arise. This involves promptly acknowledging and addressing concerns to ensure client satisfaction.
• Collaboration with Support Teams: Partners with all parts of CRD and STT support teams to ensure comprehensive service delivery. By working together, they address client issues end-to-end and enhance the overall quality of service.
• Regular Meetings with Relationship Manager (RM): Schedules consistent meetings with the Relationship Manager to evaluate the POD team’s performance. These discussions focus on identifying areas for improvement, celebrating successes, and ensuring that the team’s efforts align with client expectations and company goals.
• Prompt Response to Inquiries: The representative is responsible for promptly acknowledging and responding to incoming support issues to maintain client satisfaction.
• Regular Updates to Clients: Keeps clients informed with regular and transparent updates on the status of their tickets and any ongoing issues.
• Building Client Relationships: Develops strong, positive relationships with clients to understand their needs and ensure they feel supported and valued.
• Proactive Communication: Anticipates client needs and reaches out before issues arise. This involves regularly scheduled updates and being accessible for any urgent matters.
• Support Status Reports: Generates and distributes detailed reports that showcase the status of support activities, including ticket resolution times, ongoing issues, and other key metrics. These reports help maintain transparency with clients and highlight areas of strength.
• Updates on Changes, Releases, and Patches: Keeps clients informed about changes, releases, and weekend patches, and confirms once they are complete.
• Client Advisory Board Participation: Participates in the Client Advisory Board to ensure that any details or concerns are brought back into the pod and addressed.

Skills, Experience & Qualifications Required

• Experience with Financial Services Investment Management, Trading or related systems highly preferable ( e.g. Charles River IMS)
• Proficiency in designing, planning, operating, and delivering IT services, enhancing IT processes and improving customer value.ITSM (IT Service Management) certification preferred
• Proven ability to partner with various internal departments to deliver superior customer service.
• Any experience with the following is preferred: servers, operating systems, networks, scripting, XML, programming languages, job scheduling software, system monitoring software and disaster recovery/business continuity.
• Excellent customer service skills, technical troubleshooting skills, and interpersonal, verbal, and written communication skills.
• Bachelor’s degree in a technical or analytical discipline
• Minimum of 7+ years’ relevant industry experience
• Salesforce / ServiceNow experienced user preferred

Salary Range

$120,000 - $202,500 Annual

The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.

Employees are eligible to participate in State Street’s comprehensive benefits program, which includes: our retirement savings plan (401K) with company match; insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages; paid-time off including vacation, sick leave, short term disability, and family care responsibilities; access to our Employee Assistance Program; incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans); and, eligibility for certain tax advantaged savings plans.

For a full overview, visit https://hrportal.ehr.com/statestreet/Home.

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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Job Application Disclosure

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.