Customer Success Representative

Charles River IMS Production Manager

Charles River provides an end-to-end solution to automate front and middle office investment management functions across asset classes on a single platform. Delivered as a hosted service, the solution improves data quality and investment professional productivity, controls risk and lowers technology costs. Charles River serves more than 350 investment firms in over 40 countries in the institutional asset and fund management, private wealth, alternative investments, insurance, banking, and pension markets. Charles River were acquired by State Street in October 2018.

Responsibilities

This role will involve working closely with Clients, providing expert level remote management, administration and support for Client production Charles River IMS solutions, including:

• Primary Client Contact Regarding Issues
• Collaboration with Support Teams
• Regular Meetings with Relationship Manager
• Prompt Response to Inquiries
• Regular Updates to Clients
• Building Client Relationships
• Proactive Communication
• Support Status Reports
• Updates on Changes, Releases, and Patches
• Client Advisory Board Participation

Skills, Experience & Qualifications Required

• Experience with Financial Services Investment Management, Trading or related systems highly preferable (e.g. Charles River IMS)
• Proficiency in designing, planning, operating, and delivering IT services, enhancing IT processes and improving customer value. ITSM (IT Service Management) certification preferred
• Proven ability to partner with various internal departments to deliver superior customer service.
• Any experience with the following is preferred: servers, operating systems, networks, scripting, XML, programming languages, job scheduling software, system monitoring software and disaster recovery/business continuity.
• Excellent customer service skills, technical troubleshooting skills, and interpersonal, verbal, and written communication skills.
• Bachelor's degree in a technical or analytical discipline
• Minimum of 7 + years' relevant industry experience
• Salesforce / ServiceNow experienced user preferred

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.