Sr. SaaS Onboarding Technical Analyst, AVP

SaaS Onboarding Technical Manager

Charles River Development is an award‑winning provider of software and services to the Investments/Financial Services industry. The role is client‑facing, supporting production Charles River IMS systems for multiple clients within Charles River SaaS Operations.

We are seeking a senior technical leader to manage a team and contribute to the technical and operational success of our SaaS onboarding and support services. The ideal candidate will have a strong background in SaaS operations, financial systems integration, cloud platforms, and team leadership.

• Identify and implement enhancements to the service and delivery model to improve efficiency and client satisfaction.
• Serve as an escalation point for internal and client‑facing operational issues within the Azure SaaS team.
• Collaborate with sales teams to support Proof of Concept (PoC) development and drive incremental sales opportunities.
• Ensure clients maximize their ROI from CR IMS and Alpha Services.
• Align SaaS operations with Charles River’s business objectives and long‑term strategic goals.
• Oversee new client onboarding and ensure smooth transition to the CRD SaaS Azure platform.
• Engage in client discussions to understand business requirements and tailor onboarding processes.
• Directly manage key client relationships, ensuring high levels of satisfaction.
• Monitor and oversee client issue resolution, ensuring timely responses and clear communication.
• Lead and mentor a team of onboarding system analysts, providing guidance on implementations, upgrades, and issue resolution.
• Ensure daily operational monitoring and regional/global client support in a follow‑the‑sun model.
• Drive process improvements to enhance efficiency and reduce operational risks.
• Provide clear, accountable reporting to senior management.
• Coordinate and communicate with service partners and vendors to ensure seamless integration and support.
• Occasional off‑hours and weekend support as required.
• Hands‑on capability to perform database investigations, performance diagnostics, and basic administration (RDBMS).
• Provide technical oversight on issue resolution, ensuring best practices across platforms such as C#, Java, FIX, Ansible, ETL, MQ, PL/SQL, Admin, Web Services and Cloud Platforms (Azure, AWS, etc.).
• Plan and oversee upgrades and implementations of CR IMS and technical environments.
• Troubleshoot, diagnose, and resolve technical issues in collaboration with clients and internal teams.
• Guide clients on CR IMS capabilities, functional features, and best practices.
• Lead a team delivering mission‑critical software operations and support.
• Mentor and develop staff, ensuring they excel in their roles.
• Provide performance management and career development support for team members.
• Foster strong collaboration between internal teams and vendors for seamless service delivery.
• Contribute to process improvement initiatives to enhance operational effectiveness.

• Proven leadership experience in a high‑growth, mission‑critical SaaS environment.
• Ability to manage multiple projects and deadlines in a fast‑paced setting.
• Strong customer service skills, expectation management, and stakeholder communication.
• Experience mentoring and managing technical teams.
• Ability to work with internal and external partners to enhance service quality.

• 3+ years of experience in a leadership/management role.
• 8+ years of experience managing and supporting mission‑critical SaaS production software.
• 12+ years of experience in investment software and technical environments.
• Experience with financial trading applications (preferably Charles River IMS, but other OMS, middle/back‑office, or financial applications are also valuable).
• Deep experience in application setup, configuration, and infrastructure.
• Familiarity with server networks, high‑availability systems, disaster recovery, and system monitoring tools.
• Familiarity with Cloud Platforms (Azure/AWS, etc.), databases, server operating systems, network architecture, scheduling software, and system monitoring tools.
• Understanding of FIX protocol and financial technology solutions…