{"id":2455984,"url":"https://alion.io/job/state-street-client-experience-manager-vice-president","title":"Client Experience Manager, Vice President","company":{"id":1806,"name":"State Street","domain":"statestreet.com","url":"https://alion.io/company/state-street","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":97,"open_postings":346,"ghost_share":0.014,"stale_share":0.249,"repost_share":0.049,"time_to_fill_p50_days":21,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Sales","role_family":"Sales","seniority":"head","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sacramento, United States","Irvine, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":110000,"max":207500,"currency":"USD","period":"year","gross":null,"usd_annual":207500},"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-13T16:05:28Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-21T04:06:24Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"PremierCTS, VP\nExecutive Summary\nThe Vice President, PremierCTS is a senior client-facing technology leader responsible for regional delivery of high-touch support, production issue management, service governance and client engagement for strategically important clients. The role provides executive oversight of client-impacting technology issues and is accountable for operational excellence, proactive communication, client experience and consistent execution of the PremierCTS service model.\nLeading Client Technology Managers and operational resources within a global follow-the-sun model, the Vice President drives service quality, major incident response, problem management, client satisfaction and strategic technology partnership across assigned portfolios. The role also translates the Technology Client Engagement strategy into regional execution by strengthening client insights, standardising engagement practices, modernising tools and reporting, and embedding scalable processes that deliver measurable service and client outcomes.\nKey Responsibilities\nClient Relationship Management\nAct as a key member of the technology relationship team for PremierCTS clients within the region as pertains to their daily Production Support.\nBuild trusted partnerships with client technology and operational stakeholders and represent the voice of the client across technology organization's.\nLead technology service reviews, have oversight of onboarding activities and escalation management.\nEnsure delivery of clear, accurate client-facing documentation, including incident summaries, service reviews and root cause analyses.\nOperate a structured client feedback and insights approach, translating relationship intelligence, service trends and NPS feedback into clear actions and measurable improvements.\nMajor Incident Management & Escalation Leadership\nProvide regional leadership and oversight during critical incidents, major outages and high-priority client escalations.\nCollaborate within operational leaders\nand coordinate client impact assessment, recovery priorities and stakeholder engagement across incident-management, technology and business teams.\nApprove and oversee timely client notifications, progress updates, closure notices and root cause communications.\nEnsure material incidents and recurring issues are converted into owned corrective actions, preventive measures and long-term stability improvements.\nLead regional day-to-day PremierCTS operations and ensure consistent execution of service standards and controls.\nMaintain resilient follow-the-sun coverage through effective resource planning, handovers and escalation arrangements.\nUse operational and client-impact trends to identify risk, prioritise improvement and support service transformation.\nTeam Leadership & Talent Development\nLead and develop the regional PremierCTS team, setting clear objectives, service standards and accountability.\nBuild organisational capability through coaching, succession planning, cross-training and targeted development.\nAlign capacity and resources to client priorities, service risk and the requirements of the global follow-the-sun model.\nFoster an inclusive, collaborative and client-focused culture that supports innovation, continuous improvement and delivery excellence.\nService Governance & Reporting\nOwn regional service governance, client commitments, operational controls and risk-management practices.\nDefine and review service levels, enterprise KPIs, client-experience measures and operational trends, providing clear insight to senior leadership.\nLead executive reporting, due diligence, audits, client reviews and transformation governance within the region.\nMaintain a reliable source of truth for client engagement data, feedback, actions and performance measures.\nDrive adoption of common governance, engagement and reporting standards across regions and teams.\nProblem Management & Continuous Improvement\nSponsor root cause analysis and corrective-action programmes, ensuring clear ownership, governance and timely completion.\nUse incident, service, client-feedback and NPS trends to identify recurring issues, prioritise interventions and deliver measurable improvement.\nPartner with technology teams to advance preventive actions, automation and long-term stability.\nPromote lessons learned, knowledge management and reuse of standard client-engagement content and artefacts.\nLead regional adoption of modern engagement tooling, including dashboards, portals, analytics and centralised content libraries.\nCollaboration & Stakeholder Management\nPartner with Technology, Client Service, Product, Operations and Risk leaders to deliver client, control and service outcomes.\nAdvise senior leadership on client health, service performance, operational risk, transformation progress and strategic priorities.\nTranslate the Technology Client Engagement transformation roadmap into coordinated plans, with clear milestones, owners and KPIs.\nRepresent the region in global PremierCTS and Technology Client Engagement forums, promoting consistency, scalability and shared best practice.\nQualifications\nEducation\nBachelor's degree in Information Technology, Computer Science, Business, Finance, or related discipline.\nAdvanced degree preferred.\nExcellent verbal and written skills.\nExperience\n8+ years of progressive experience in technology operations, client service, production support, incident management, service governance or transformation.\n3+ years of people-leadership experience, including coaching, performance management, capability development and resource planning.\nProven experience leading client-facing operational teams and managing senior stakeholders within a complex, global matrix organisation.\nStrong experience defining KPIs, producing executive reporting and translating client, service and operational data into action.\nExperience implementing or improving client-engagement tools, dashboards, analytics or content-management capabilities.\nFinancial services, market infrastructure, custody, investment management or comparable regulated-industry experience is preferred.\nKey Skills\nSenior client relationship management and executive communication\nMajor incident, escalation and problem-management leadership\nService governance, operational risk and control management\nPeople leadership, coaching and organisational capability development\nTransformation delivery and operating-model adoption\nClient feedback, NPS and insight-led improvement\nKPI design, data analysis and executive reporting\nProcess standardisation, engagement tooling and automation\nCross-functional influence and global collaboration\nSound judgement, resilience and delivery in ambiguous environments\nSuccess Measures\nClient satisfaction, NPS and relationship health\nMajor incident response and communication effectiveness\nSLA, KPI and operational-control performance\nReduction in escalations, repeat incidents and outstanding corrective actions\nAdoption of standard client-engagement processes, tools and content\nQuality and timeliness of client insights and executive reporting\nService stability, operational efficiency and measurable transformation outcomes\nTeam engagement, capability development and retention\nSalary Range:\n$110,000 - $207,500 AnnualThe 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.\nEmployees 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.\nFor a full overview, visit https://hrportal.ehr.com/statestreet/Home.\nAbout State Street\nAcross the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.\nWe are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.\nAs 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.\nDiscover more information on jobs at StateStreet.com/careers\nRead our CEO Statement\nJob Application Disclosure:\nIt is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. 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