Client Engagement Lead

Freddie Mac•McLean, VA

9d•$129,000 - $193,000

About The Position

The Client Engagement Lead is a key leader within the Digital division of the Multifamily line of business, responsible for strengthening relationships with lenders, servicers, investors, and other strategic industry partners. This role serves as the bridge between external stakeholders and internal business, product, technology, and operations teams. The Client Engagement Lead ensures client perspectives are represented throughout strategic planning, prioritization, roadmap development, and continuous improvement efforts. By combining market insight, customer feedback, and stakeholder engagement, this role helps ensure strategic decisions are informed by the needs of lenders, servicers, investors, and the broader Multifamily ecosystem. We execute the Digital Transformation roadmap with a clear vision. We deliver to the Multifamily industry digital marketplace where value is unlocked for partners in the ecosystem through an end-to-end network of innovative products, exceptional experiences, and supporting services. As a Client Engagement Lead, you will strengthen the connection between our organization and the customers we serve, ensuring our products and services evolve in alignment with market needs and customer expectations.

Requirements

8–10 years of progressive experience in client engagement, relationship management, customer success, product management, business strategy, or a related discipline.
Demonstrated success building trusted relationships with executive-level external stakeholders.
Experience facilitating customer advisory boards, governance forums, executive briefings, workshops, or industry events.
Exceptional written, verbal, presentation, and facilitation skills.
Strong ability to synthesize customer feedback and market insights into strategic recommendations.
Experience collaborating with Product, Technology, Operations, and Business teams in a matrixed environment.
Proven ability to influence without direct authority and drive alignment across diverse stakeholder groups.
Experience within financial services, mortgage lending, servicing, investments, or digital product organizations preferred.
Bachelor’s degree required; advanced degree preferred.

Responsibilities

Lead Strategic Client Engagement: Develop and execute engagement strategies that strengthen relationships with lenders, servicers, investors, and industry partners.
Champion the Voice of the Client: Establish and maintain structured feedback mechanisms that capture customer insights, pain points, emerging needs, and market opportunities. Synthesize findings into actionable recommendations that inform business, product, and technology priorities.
Partner with Internal Business Stakeholders: Work closely with business leaders, product teams, operations, customer-facing teams, and executives to ensure client feedback is incorporated into strategic planning, product roadmaps, operational improvements, and investment decisions.
Drive Roadmap Transparency: Partner with Product and Technology teams to provide customers with clear visibility into product strategy, roadmap priorities, upcoming enhancements, and future capabilities.
Lead External Councils and Advisory Forums: Own the strategy, planning, facilitation, and continuous improvement of lender councils and forums, user groups, and other stakeholder engagement programs.
Deliver Market Intelligence: Monitor customer trends, competitive developments, and industry challenges to provide meaningful insights that inform product investment decisions and strategic priorities.
Support Product Adoption: Develop and execute communication and engagement plans that improve awareness, adoption, and satisfaction with new products, services, and capabilities.
Build Trusted Partnerships: Establish strong relationships with executive and senior leaders across customer organizations while fostering collaboration with internal stakeholders.
Measure Engagement Outcomes: Define and manage engagement metrics, customer sentiment indicators, feedback trends, and adoption measurements to evaluate program effectiveness and business impact.
Influence Product and Business Strategy: Translate customer sentiment, industry trends, and engagement insights into recommendations that help shape product strategy and business priorities.
Create Feedback-to-Action Transparency: Establish processes that demonstrate how customer feedback is evaluated, prioritized, and acted upon.