Onboarding Lead. VP

State Street•Burlington, MA

1d•$120,000 - $202,500

About The Position

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 worlds 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 clients as part of Charles River SaaS Operations and SaaS strategy. We are seeking a senior technical leader to manage a team and actively 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.

Requirements

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

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.

Benefits

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)
eligibility for certain tax advantaged savings plans
inclusive development opportunities
flexible work-life support
paid volunteer days
vibrant employee networks