Team Lead, SaaS Onboarding - Charles River - AVP
Location
Burlington, MA | United States
Job description
Team Lead, SaaS Onboarding , AVP
Charles River Development is an award-winning provider of software and services to the Investments/Financial Services industry . Our client base includes many of the world's largest investment and financial institutions. To better serve the growing demand for our Software as a Service managed service offerings .
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 c lients as part of Charles River SaaS (Software as a Service) Operations and SaaS strategy .
Purpose and Function:
Manage an existing, growing, Managed Services Team supporting and enhancing our clients' operational use of the Charles River IMS (CR IMS) systems . The role requires strong management, communication, and leadership skills as well as "hands-on" client issue management, production support, product enhancements, client relations, and staff hiring/development.
Responsibilities:
Strategy
- Identify opportunities to improve the service and delivery model and work with staff, peers, and management to improve and enhance the services.
- Act as an Escalation point for Manage d Services Team members on client or internal operational issues
- Support Sales development and incremental sales o pportunities as required
- Support and enhance Clients' ROI from CR IMS
- Support and facilitate Charles River's business objectives
Operations
- Escalate issues to Senior Management using sound judgement
- New client assimilation and transition
- Troubleshooting and issue resolution
- Hands on management of key clients
- Monitoring of Client Open Issues Lists to ensure accuracy, completeness, timely , and proper progress on and resolution of issues
- Periodic communications with Clients assigned to staff to monitor Client satisfaction and make improvements where appropriate
- Mentoring junior team members through issues and major processes such as implementations and upgrades
- Oversight of issue resolution and support for team members
- Daily operational monitoring, support, and resolution for regional Clients as well as other Clients as part of the global team and follow-the-sun support model
- Accountable for ensuring defined processes are followed on their own Clients as well as assigned staff's Clients
- Identification of issues in existing processes
- Occasional off hours / weekend support
- Track record of team management in a high-growth, mission critical software-based operations and support environment .
- Service Partner communications and coordination
- Clear and accountable reporting to Senior Management
Technical
- Hands on capability to undertake basic investigative activities on RDBMS such as writing and running queries and data investigations, basic performance diagnosis, basic administration functions
- Familiarity with common technology platforms and the ability to guide and check technical approaches and issues resolution. Platforms used include RDBMS, C#, Java, FIX, Perl, ETL, MQ, PL/Transact SQL, Web Admin and Web Services.
- Work with colleagues and clients to plan upgrades and implementation to CR IMS and technology environments
- Facilitate and manage Issue diagnosis and resolution
- Troubleshoot and resolve issues
- Oversee technology management and issue resolution
- Ability to provide guidance to clients on CR IMS capability on functional features
People
- Manage a team to provide reliable mission critical software-based operations and support
- Mentor staff in their working day
- Provide day to day performance management and support for subordinates
- Work with CRD (Charles River Development) colleagues to smoothly transition new Clients to production operation through the implementation process.
- Work with vendors as partners to deliver a tightly integrated, seamless service to Charles River Clients.
- Participate in the development and on-going refinement, enhancement, and continuous process improvement for the services.
Required Competencies - 7+ years in a SaaS based Technical Leadership role
- Bachelor's Degree in a Technical Field
- Track record of leadership in a high-growth, mission critical software-based operations and support environment .
- Manage staff through multiple projects and tasks with changing deadlines.
- Excellent C ustomer S ervice skills, expectation management
- P roject and s taff management and mentoring skills
- Strong interpersonal, verbal, and written communication skills.
- Partner liaison (internal and external)
- Occasional travel to customer sites for planning and review meetings.
- Bachelor's degree
- 3+ years' experience managing and supporting mission critical production software applications.
- 3+ years' experience in a management/leadership role.
- 2+ years database software or IT technical experience.
About State Street What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation we're making our mark on the financial services industry. For more than two centuries, we've been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.
Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary in locations , but you may expect generous medical care, insurance and savings plans among other perks . You'll have access to flexible Work Program to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.
Inclusion, Diversity and Social Responsibility. We truly believe our employees' diverse backgrounds, experiences and perspective are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome the candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program and access to employee networks that help you stay connected to what matters to you.
State Street is an equal opportunity and affirmative action employer.
Discover more at StateStreet.com/careers
Salary Range: $100,000 - $160,000 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.
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