Sr. SaaS Onboarding Technical Analyst, AVP

State Street; Burlington (MA); On-site; USD 90,000 - 157,500; Full time

Job summary

State Street is seeking a SaaS Onboarding Technical Manager to lead a team in enhancing operational success and client satisfaction. The role encompasses managing onboarding processes for Charles River's SaaS operations and technical oversight of mission-critical software.

The ideal candidate will have extensive experience in SaaS environments and financial systems, emphasizing leadership and collaboration. A bachelor's degree in Computer Science is required, along with a willingness to travel for client interactions.

Qualifications

• Proven experience in leadership roles in SaaS environments.
• Ability to support mission-critical SaaS production software.
• Familiarity with financial trading applications.

Responsibilities

• Manage a team to support SaaS onboarding and operations.
• Enhance service delivery for client satisfaction.
• Directly mentor onboarding system analysts.

Skills

Leadership in SaaS

Client communication

Technical expertise in SaaS

Operational efficiency

Team mentorship

Education

Bachelor’s degree in Computer Science

Tools

Azure

AWS

RDBMS

Job description

SaaS Onboarding Technical Manager

Charles River Development is an award‑winning provider of software and services to the Investments/Financial Services industry. The role is client‑facing, supporting production Charles River IMS systems for multiple clients within Charles River SaaS Operations.

Purpose And Function

We are seeking a senior technical leader to manage a team and contribute to the technical and operational success of our SaaS onboarding and support services. The ideal candidate will have a strong background in SaaS operations, financial systems integration, cloud platforms, and team leadership.

Responsibilities

• 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.
• 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.
• 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.
• 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.

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

$90,000 - $157,500 Annual

Equal Opportunity Employer

We are an equal‑opportunity employer and consider all qualified applicants 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.

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.

Job ID

R‑786596