Client Services Lead Engineer

MFS Investment Management

3d • $79,000 - $113,000 • Hybrid

About The Position

The Client Service Lead Engineer plays a pivotal role in elevating the client experience by proactively identifying and resolving technical challenges, optimizing service delivery systems, and implementing innovative solutions that enhance client productivity and satisfaction. This position is dedicated to ensuring seamless, high-quality interactions with technology by leveraging technical expertise, addressing client needs, and championing continuous improvement across the organization. The role requires a balance of technical problem-solving and strategic planning, with a focus on understanding client challenges, designing effective solutions, and monitoring performance outcomes to drive ongoing excellence.

Requirements

• Bachelor’s degree in computer information systems or related technical field.
• Minimum 5-6+ years of relevant experience and/or systems project management.
• Excellent organizational abilities to manage multiple tasks and priorities simultaneously.
• Administrative skills such as documentation, report generation, and record-keeping.
• Strong leadership qualities to guide teams and ensure project completion.
• Motivating team members and fostering collaboration.
• Writing proficiency for emails, proposals, and reports.
• Building strong relationships with internal and external stakeholders.
• Technology or software skills related to the organization's tools and systems (E.g. Jira, Aha, Copilot, SharePoint).

Nice To Haves

• Delegation and resource management.
• Time management to ensure deadlines are met efficiently.
• Understanding client requirements and ensuring their satisfaction.
• Attention to detail while maintaining a focus on broader project goals.

Responsibilities

• Assist in building client-centric strategies focused on understanding and meeting client needs and expectations, ensuring client satisfaction as a core organizational goal.
• Analyze client data to identify patterns, preferences, and pain points, which inform more effective decisions and improved experiences.
• Adopt CRM tools to track client interactions and tailor service for stronger relationships.
• Continuously optimize client-facing processes for seamless transactions, onboarding, and handling queries.
• Invest in digital upgrades for websites and apps, enhancing user-friendliness and responsiveness.
• Provide strong leadership and guidance to ensure successful delivery of end-user experience initiatives.
• Act as a point of escalation for complex issues, providing support to maintain seamless, high-quality technology interactions for end users.
• Establish client feedback mechanisms, such as surveys, interviews, and focus groups, to collect insights for ongoing enhancement.
• Set measurable KPIs (e.g., Net Promoter Scores, Customer Satisfaction, and Customer Effort Scores) to track and drive improvements in client experience.
• Streamline and enhance communication channels, including email, live chat, call centers, and social media, for faster and more effective support.
• Introduce self-service options (portals, knowledge bases, or chatbots) to provide clients with independence and 24/7 assistance.

Benefits

• This position is eligible for competitive incentive bonus.
• MFS contributes an amount equal to 15% of your base salary to your retirement account that is separate from the company -sponsored 401(k)
• Education Assistance: MFS contributes $100 monthly up to $10,000 lifetime maximum directly to loan provider
• Education Assistance: Tuition reimbursement up to $8,000 annually
• Education Assistance: Access to discounted tutors and college coaches
• Generous time off and fully paid leaves including 20-weeks for maternity, 12-weeks for parental and caregiver leaves
• Choice of medical and dental plans and an and an employer contribution into the Health Savings Account
• Tax deferred commuter benefits & flexible spending accounts (medical & dependent care)
• Wellness Programs: Robust wellness webinars, employee assistance program with a focus on mental health, subsidized fitness benefit via Wellhub (formerly Gympass), where you can workout at gyms, studios and boutique fitness locations near you, join virtual personal training sessions and access a wide variety of well-being apps

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees