SaaS Onboarding Technical Manager

SaaS Onboarding Technical Manager 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. This role is part of Charles River SaaS Operations and SaaS strategy, responsible for managing and supporting all aspects of production Charles River IMS systems for multiple clients. 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 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 of RDBMS. Provide technical oversight on issue resolution, ensuring best practices across platforms such as C#, Java, FIX, Ansible, ETL, MQ, PL/SQL, 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 third-party integration with exchanges such as 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 Benefits Employees are eligible to participate in State Street’s comprehensive benefits program, which includes 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. 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. 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. #J-18808-Ljbffr