Client Experience Manager – Vice President

State Street

. Provide regional delivery of high-touch support, production issue management, service governance and client engagement for strategically important clients .

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 technology management, operational excellence, and service governance, with a strong focus on incident management, client engagement, and performance metrics. Proven ability to lead teams, drive service quality, and implement client-facing tools and analytics in a complex, global environment.

Highest-signal resume keywords

Client Technology ManagementIncident ManagementService GovernanceKPI Definition and ReportingPeople Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementService GovernanceClient EngagementPerformance ManagementOperational ControlsRoot Cause AnalysisData AnalysisTransformation GovernanceService Level DefinitionRisk Management

Soft Skills

Excellent Verbal CommunicationExcellent Written CommunicationCoachingStakeholder ManagementTeam Development

Tools & Technologies

Client-Engagement ToolsDashboardsAnalyticsContent Management SystemsCentralized Content Libraries

Industry Keywords

Financial ServicesMarket InfrastructureCustodyInvestment ManagementRegulated Industry

About the role

Key responsibilities & impact

Provide regional delivery of high-touch support, production issue management, service governance and client engagement for strategically important clients
Provide executive oversight of client-impacting technology issues and ensure operational excellence, proactive communication, client experience and consistent execution of the PremierCTS service model
Lead Client Technology Managers and operational resources within a global follow-the-sun model
Drive service quality, major incident response, problem management, client satisfaction and strategic technology partnership
Act as a key member of the technology relationship team for PremierCTS clients regarding daily Production Support
Build partnerships with client technology and operational stakeholders and represent the client voice across the technology organisation
Lead technology service reviews, oversee onboarding activities and manage escalations
Ensure clear, accurate client-facing documentation, including incident summaries, service reviews and root cause analyses
Lead regional response 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
Lead regional day-to-day PremierCTS operations and maintain follow-the-sun coverage
Lead and develop the regional PremierCTS team through coaching, succession planning, cross-training and targeted development
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
Sponsor root cause analysis and corrective-action programmes
Identify recurring issues and deliver measurable improvement through incident, service, client-feedback and NPS trends
Advance preventive actions, automation and long-term stability with technology teams
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
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
Financial services, market infrastructure, custody, investment management or comparable regulated-industry experience is preferred
Advanced degree preferred

Benefits

Comp & perks

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
Employee Assistance Program
Incentive compensation including eligibility for annual performance-based awards
Eligibility for certain tax advantaged savings plans
Inclusive development opportunities
Flexible work-life support
Paid volunteer days
Employee networks