Head of Technology Client Engagement Manager, SVP
State Street•Boston, MA
•$225,000 - $337,500
About The Position
The Head of Client Engagement Transformation Office will lead the creation and execution of a centralized, unified client engagement operating model across GTS. The role is accountable for transforming fragmented client engagement practices into a single, cohesive organization that delivers clear ownership, consistent messaging, improved client outcomes, and measurable productivity. This role sits at the centre of client-facing transformation, acting as the driving force behind engagement simplification, tooling modernization, feedback‑led improvement, and relationship governance, with a clear mandate to improve client experience and Net Promoter Score (NPS).
Requirements
- Extensive experience in client engagement, relationship management, and service-led or technology-enabled business models within financial services.
- Proven ability to act as a senior client executive, building trusted advisor relationships with C-suite stakeholders.
- Strong track record of leading complex deal cycles, influencing outcomes, and navigating multi-stakeholder environments.
- Deep understanding of client lifecycle management, including onboarding, expansion, and long-term relationship governance.
- Executive presence with the ability to influence across business, technology, and client stakeholders.
- Strong understanding of enterprise technology solutions relevant to financial services (e.g., cloud, data platforms, cybersecurity, and digital transformation solutions).
- Experience partnering with technology, architecture, and engineering teams to shape client solutions and drive technical credibility in sales engagements.
- Familiarity with modern sales and engagement tooling (e.g., CRM platforms, client portals, analytics dashboards, AI-enabled RFP/RFI tools).
- Ability to translate complex technical capabilities into clear client value propositions and commercial outcomes.
- Data-driven mindset with experience leveraging analytics, dashboards, and client insights to inform engagement strategy and prioritization.
- Knowledge of solutioning, due diligence, and technical assessment processes for large-scale deals and managed services.
- Experience driving digital adoption and tooling standardization across distributed client-facing organizations.
- Demonstrated leadership in driving large-scale, multi-year transformation across complex, client-facing organizations.
- Proven success in operating model simplification, centralization, and organizational redesign at enterprise scale.
- Experience establishing governance frameworks, KPIs, and performance measurement to track transformation outcomes.
- Strong ability to lead through ambiguity while delivering structured, phased transformation (diagnose, design, build, scale).
- Track record of embedding sustainable change, improving client experience, and delivering measurable business impact.
Nice To Haves
- Leadership experience driving large‑scale, multi‑year transformation across complex client‑facing organisations
- Proven success of operating model simplification and centralisation at enterprise scale
- Extensive experience in client engagement, relationship management, or service‑led business models
- Strong executive presence with the ability to influence across business, technology and client stakeholders
- Comfortable owning ambiguity while delivering decisive transformation
Responsibilities
- Lead the creation and execution of a centralized, unified client engagement operating model across GTS.
- Transform fragmented client engagement practices into a single, cohesive organization.
- Drive engagement simplification, tooling modernization, feedback-led improvement, and relationship governance.
- Improve client experience and Net Promoter Score (NPS).
Benefits
- Our 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
- Access to our Employee Assistance Program
- Incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans)
- Eligibility for certain tax advantaged savings plans
- Inclusive development opportunities
- Flexible work-life support
- Paid volunteer days
- Vibrant employee networks
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
