State Street is a global financial services company serving institutional investors through investment management and investment servicing solutions. Its offerings include asset management, custodial services, and investment research, supported by expertise across finance, fintech, and banking. The company focuses on helping clients manage complex investment activities with data, insights, and operational capabilities designed to improve efficiency and support financial decision-making.
Client Experience Manager, Vice President — State Street
Lead State Street’s PremierCTS client technology support, incident response, and service governance. Guide regional operations and team development while improving client satisfaction and advancing technology transformation.
United States
California$110,000 – $207,500 / year
On-siteFull-timeLeadEnglish RequiredCustomer SuccessCustomer Success ManagerDescription
- Serve PremierCTS clients as part of the technology relationship team, supporting daily production operations.
- Build strong relationships with client technology and operations stakeholders.
- Bring the client perspective into technology decisions and practices.
- Run technology service reviews and manage onboarding and escalations.
- Prepare clear client materials, including incident summaries, service reviews, and root cause analyses.
- Turn client comments, service patterns, and NPS feedback into measurable improvements.
- Lead the region’s response to critical incidents, major outages, and urgent client escalations.
- Coordinate client impact reviews, recovery priorities, and stakeholder communications across incident, technology, and business teams.
- Manage client alerts, progress reports, closure notices, and root cause communications.
- Translate significant incidents and repeated problems into corrective steps, preventive controls, and lasting stability improvements.
- Oversee daily PremierCTS operations in the region, upholding service standards and controls.
- Plan resources, handovers, and escalation paths to support continuous global coverage.
- Use operational and client-impact patterns to assess risk and set improvement priorities.
- Manage and develop the regional PremierCTS team through goal setting, coaching, succession planning, cross-training, and focused development.
- Match staffing and capacity to client needs, service risks, and global coverage requirements.
- Build an inclusive, cooperative culture centered on client needs.
- Take ownership of regional service governance, client commitments, operational controls, and risk practices.
- Set and review service levels, enterprise KPIs, client experience measures, and operational trends.
- Oversee executive updates, due diligence, audits, client reviews, and transformation governance.
- Keep client engagement records, feedback, actions, and performance measures accurate and dependable.
- Establish consistent governance, engagement, and reporting practices across teams and regions.
- Sponsor root cause investigations and corrective action programmes.
- Use incident, service, client feedback, and NPS patterns to address recurring issues and deliver measurable gains.
- Work with technology teams on preventive measures, automation, and lasting service stability.
- Share lessons learned, support knowledge management, and encourage reuse of standard client engagement materials.
- Lead adoption of engagement tools such as dashboards, portals, analytics, and shared content libraries.
- Collaborate with leaders in Technology, Client Service, Product, Operations, and Risk.
- Advise senior leaders on client health, service results, operational risk, transformation progress, and strategic priorities.
- Turn the transformation roadmap into coordinated plans with milestones, owners, and KPIs.
- Represent the region in global PremierCTS and Technology Client Engagement forums.
Requirements
- Bachelor’s degree in information technology, computer science, business, finance, or a related field.
- At least 8 years of increasing responsibility in technology operations, client service, production support, incident management, service governance, or transformation.
- At least 3 years leading people, including coaching, performance management, capability building, and resource planning.
- Track record leading client-facing operations teams and managing senior stakeholders in a complex global matrix organization.
- Strong background setting KPIs, preparing executive reports, and turning client, service, and operations data into action.
- Experience introducing or improving client engagement tools, dashboards, analytics, or content management capabilities.
- Excellent written and verbal communication skills.
- An advanced degree is preferred.
- Experience in financial services, market infrastructure, custody, investment management, or a comparable regulated industry is preferred.
- Senior client relationship management and executive communication.
- Leadership in major incidents, escalations, and problem management.
- Service governance, operational risk, and control management.
- People leadership, coaching, and organizational capability development.
- Transformation delivery and adoption of operating models.
- Client feedback, NPS, and insight-led improvement.
- KPI design, data analysis, and executive reporting.
- Process standardization, engagement tools, and automation.
- Cross-functional influence and global collaboration.
- Sound judgment, resilience, and effective delivery in ambiguous settings.
Benefits
- 401(k) retirement savings plan with company matching.
- Basic life insurance.
- Medical insurance.
- Dental insurance.
- Vision insurance.
- Long-term disability insurance.
- Optional additional insurance coverage.
- Paid vacation.
- Paid sick leave.
- Short-term disability coverage.
- Leave for family care responsibilities.
- Employee Assistance Program.
- Annual incentive compensation based on performance.
- Certain tax-advantaged savings plans.
- Inclusive opportunities for development.
- Flexible support for work and life.
- Paid days for volunteering.
- Employee networks.