Client Experience Manager – Vice President

State Street

. Act as a key member of the technology relationship team for PremierCTS clients regarding daily Production Support .

Posted 10/13/2026full-timeSacramento • California • United StatesLead💰 $110,000 - $207,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in client relationship management, operational risk, and service governance, with a strong focus on incident management and transformation delivery. Proven ability to lead teams, define KPIs, and implement client-engagement tools to drive measurable improvements.

Highest-signal resume keywords

Client Relationship ManagementIncident Management LeadershipService GovernanceKPI Design and Data AnalysisPeople Leadership and Coaching

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technology OperationsProduction SupportService GovernanceIncident ManagementTransformation DeliveryData AnalysisKPI DefinitionProcess StandardisationClient Engagement ToolsAutomation

Soft Skills

Excellent Verbal and Written CommunicationCross-Functional InfluenceSound JudgementResilienceDelivery in Ambiguous Environments

Tools & Technologies

DashboardsAnalyticsContent Management CapabilitiesEngagement Tooling

Industry Keywords

Financial ServicesMarket InfrastructureCustodyInvestment ManagementRegulated Industry Experience

About the role

Key responsibilities & impact

Act as a key member of the technology relationship team for PremierCTS clients regarding daily Production Support
Build trusted partnerships with client technology and operational stakeholders
Represent the client voice across the technology organisation
Lead technology service reviews and oversee onboarding activities and escalation management
Deliver clear, accurate client-facing documentation, including incident summaries, service reviews, and root cause analyses
Translate client feedback, service trends, and NPS feedback into measurable improvements
Provide regional leadership during critical incidents, major outages, and high-priority client escalations
Coordinate client impact assessment, recovery priorities, and stakeholder engagement across incident-management, technology, and business teams
Oversee client notifications, progress updates, closure notices, and root cause communications
Convert material incidents and recurring issues into corrective actions, preventive measures, and long-term stability improvements
Lead regional day-to-day PremierCTS operations and maintain service standards and controls
Maintain follow-the-sun coverage through resource planning, handovers, and escalation arrangements
Use operational and client-impact trends to identify risk and prioritise improvement
Lead and develop the regional PremierCTS team through objectives, coaching, succession planning, cross-training, and targeted development
Align capacity and resources to client priorities, service risk, and global follow-the-sun requirements
Foster an inclusive, collaborative, client-focused culture
Own regional service governance, client commitments, operational controls, and risk-management practices
Define and review service levels, enterprise KPIs, client-experience measures, and operational trends
Lead executive reporting, due diligence, audits, client reviews, and transformation governance
Maintain client engagement data, feedback, actions, and performance measures as a reliable source of truth
Drive common governance, engagement, and reporting standards across regions and teams
Sponsor root cause analysis and corrective-action programmes
Identify recurring issues and deliver measurable improvements using incident, service, client-feedback, and NPS trends
Partner with technology teams on preventive actions, automation, and long-term stability
Promote lessons learned, knowledge management, and reuse of standard client-engagement content
Lead adoption of modern engagement tooling, including dashboards, portals, analytics, and centralised content libraries
Partner with Technology, Client Service, Product, Operations, and Risk leaders
Advise senior leadership on client health, service performance, operational risk, transformation progress, and strategic priorities
Translate the transformation roadmap into coordinated plans with milestones, owners, and KPIs
Represent the region in global PremierCTS and Technology Client Engagement forums

Requirements

What you’ll need

Bachelor's degree in Information Technology, Computer Science, Business, Finance, or related discipline
8+ years of progressive experience in technology operations, client service, production support, incident management, service governance, or transformation
3+ years of people-leadership experience, including coaching, performance management, capability development, and resource planning
Proven experience leading client-facing operational teams and managing senior stakeholders within a complex, global matrix organisation
Strong experience defining KPIs, producing executive reporting, and translating client, service, and operational data into action
Experience implementing or improving client-engagement tools, dashboards, analytics, or content-management capabilities
Excellent verbal and written skills
Advanced degree preferred
Financial services, market infrastructure, custody, investment management, or comparable regulated-industry experience preferred
Senior client relationship management and executive communication
Major incident, escalation, and problem-management leadership
Service governance, operational risk, and control management
People leadership, coaching, and organisational capability development
Transformation delivery and operating-model adoption
Client feedback, NPS, and insight-led improvement
KPI design, data analysis, and executive reporting
Process standardisation, engagement tooling, and automation
Cross-functional influence and global collaboration
Sound judgement, resilience, and delivery in ambiguous environments

Benefits

Comp & perks

Retirement savings plan (401K) with company match
Basic life insurance
Medical insurance
Dental insurance
Vision insurance
Long-term disability insurance
Optional additional insurance coverages
Paid vacation
Paid sick leave
Short-term disability
Family care responsibilities leave
Employee Assistance Program
Annual performance-based incentive compensation
Certain tax-advantaged savings plans
Inclusive development opportunities
Flexible work-life support
Paid volunteer days
Employee networks