SaaS Onboarding Technical Manager, VP

State Street; Burlington (MA); On-site; USD 120,000 - 202,500; Full time

Benefits offered by this job

401K with company match

Comprehensive health insurance

Paid time off including vacation and sick leave

Employee Assistance Program

Job summary

State Street is seeking a SaaS Operations Manager in Burlington, Massachusetts to oversee client onboarding and manage key relationships. The role requires strong leadership in a fast-paced environment and expertise in mission-critical software.

The ideal candidate should possess extensive experience in investment applications and technical environments, and be adept at managing teams and driving process improvements. A Bachelor’s degree in Computer Science or a related field is required for this position.

Qualifications

• Proven leadership experience in SaaS environments.
• 3+ years in management roles.
• 8+ years managing mission-critical SaaS software.
• Deep experience in investment software.

Responsibilities

• Oversee new client onboarding to the SaaS Azure platform.
• Manage key client relationships and issue resolutions.
• Lead enhancements to service delivery models.
• Guide a team of analysts on operational efficiency.

Skills

Leadership & Management

Customer Service

Technical Expertise

Problem-Solving

Education

Bachelor’s degree in Computer Science or related field

Tools

Azure

Java

SQL

C#

Job description

Overview

Charles River Development is an award-winning provider of software and services to the Investments/Financial Services industry. This is a client-facing, business and technical staff position responsible for managing and supporting all aspects of production Charles River IMS systems for multiple clients as part of Charles River SaaS Operations and SaaS strategy.

Responsibilities

Strategy & Continuous Improvement

• Identify and implement enhancements to the service and delivery model to improve efficiency and client satisfaction.
• Serve as an escalation point for internal and client-facing operational issues within the Azure SaaS team.
• Collaborate with sales teams to support Proof of Concept (PoC) development and drive incremental sales opportunities.
• Ensure clients maximize their ROI from CR IMS and Alpha Services.
• Align SaaS operations with Charles River’s business objectives and long-term strategic goals.

Operational Leadership & Execution

• Oversee new client onboarding and ensure smooth transition to the CRD SaaS Azure platform.
• Engage in client discussions to understand business requirements and tailor onboarding processes.
• Directly manage key client relationships, ensuring high levels of satisfaction.
• Monitor and oversee client issue resolution, ensuring timely responses and clear communication.
• Lead and mentor a team of onboarding system analysts, providing guidance on implementations, upgrades, and issue resolution.
• Ensure daily operational monitoring and regional/global client support in a follow-the-sun model.
• Drive process improvements to enhance efficiency and reduce operational risks.
• Provide clear, accountable reporting to senior management.
• Coordinate and communicate with service partners and vendors to ensure seamless integration and support.
• Occasional off-hours and weekend support as required.

Technical Expertise & Problem-Solving

• Hands-on capability to perform database investigations, performance diagnostics, and basic administration (RDBMS).
• Provide technical oversight on issue resolution, ensuring best practices across platforms such as C#, Java, FIX, Ansible, ETL, MQ, PL/SQL, Admin, Web Services and Cloud Platforms (Azure, AWS, etc.).
• Plan and oversee upgrades and implementations of CR IMS and technical environments.
• Troubleshoot, diagnose, and resolve technical issues in collaboration with clients and internal teams.
• Guide clients on CR IMS capabilities, functional features, and best practices.

People Management & Team Development

• Lead a team delivering mission-critical software operations and support.
• Mentor and develop staff, ensuring they excel in their roles.
• Provide performance management and career development support for team members.
• Foster strong collaboration between internal teams and vendors for seamless service delivery.
• Contribute to process improvement initiatives to enhance operational effectiveness.

Required & Core Competencies

Leadership & Management

• Proven leadership experience in a high-growth, mission-critical SaaS environment.
• Ability to manage multiple projects and deadlines in a fast-paced setting.
• Strong customer service skills, expectation management, and stakeholder communication.
• Experience mentoring and managing technical teams.
• Ability to work with internal and external partners to enhance service quality.

Technical & Industry Expertise

• 3+ years of experience in a leadership/management role.
• 8+ years of experience managing and supporting mission-critical SaaS production software.
• 12+ years of experience in investment software and technical environments.
• Experience with financial trading applications (preferably Charles River IMS, but other OMS, middle/back-office, or financial applications are also valuable).
• Deep experience in application setup, configuration, and infrastructure.
• Familiarity with server networks, high-availability systems, disaster recovery, and system monitoring tools.
• Familiarity with Cloud Platforms (Azure/AWS, etc.), databases, server operating systems, network architecture, scheduling software, and system monitoring tools.
• Understanding of FIX protocol and financial technology solutions including 3rd party integration with exchanges like CME, LCH, ICE, Bloomberg, etc.

Education & Additional Requirements

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• Willingness to travel occasionally for client meetings and planning sessions.

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 are 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, military and veteran status, and other characteristics protected by applicable law.

Job ID: R-792207