Client Services Lead Engineer

At MFS, you will find a culture that supports you in doing what you do best. Our employees work together to reach better outcomes, favoring the strongest idea over the strongest individual. We put people first and demonstrate care and compassion for our community and each other. Because what we do matters – to us as valued professionals and to the millions of people and institutions who rely on us to help them build more secure and prosperous futures.

THE ROLE

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.
 

WHAT YOU WILL DO

• 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.

WHAT WE ARE LOOKING FOR

• 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).

PREFERRED

• 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.

At MFS, we believe in fair and transparent compensation. For that reason, we’re including the salary range for this position. This range reflects our good-faith expectation for what we’ll pay depending on the candidate’s experience, training and education. In addition to the salary, we also offer significant and competitive incentive compensation based on both individual and company performance. Other components of our Total Rewards Package include:

• 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

Our compensation philosophy is to pay competitively for talent while ensuring equity across employees performing comparable work. We are committed to transparency – if you have questions about how we arrived at this range or what additional benefits and bonus opportunities come with the role, we’ll be happy to discuss them

#LI-HYBRID

At MFS, we are dedicated to building a diverse, inclusive and authentic workplace. If you are excited about this role but your past experience doesn't align perfectly, we encourage you to apply - you might be just the right candidate for this role or others.

MFS is a hybrid work environment (remote/onsite) unless otherwise stated in the job posting.

If any applicant is unable to complete an application or respond to a job opening because of a disability, please contact MFS at 617-954-5000 or email [email protected] for assistance. 

MFS is an Equal Opportunity Employer and it is our policy to not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, genetic information, disability, veteran status, or any other status protected by federal, state or local laws. Employees and applicants of MFS will not be subject to harassment on the basis of their status. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited. Please see the Know Your Rights: Workplace Discrimination is Illegal document, linked for your reference.