Head of Client Administration and Account Success

State Street Investment Management is seeking a senior leader to help shape and drive the next phase of growth for our U.S. Institutional business.

This is a highly visible leadership role at the intersection of client strategy, business management, governance, commercial execution, and organizational effectiveness. Working closely with the Head of U.S. Institutional and senior leaders across Distribution, Product, Marketing, Operations, Legal, Compliance, and Client Coverage, you will play a critical role in ensuring the organization operates with excellence while remaining focused on client outcomes and business growth.

You will help define and execute strategic priorities across client management, retention, sales enablement, governance, commercial initiatives, and operating model enhancement. You will also be responsible for strengthening collaboration across teams, enhancing client engagement strategies, and helping position the U.S. Institutional business for long-term success.

This role is based in Boston and offers the opportunity to influence both strategic direction and day-to-day execution across one of the firm's most important client segments.

Key Responsibilities

Strategic Leadership & Business Execution

• Partner closely with the Head of U.S. Institutional to help define and execute strategic priorities across the business, ensuring alignment between growth objectives, client needs, and organizational capabilities.
• Act as a key connector across Distribution, Product, Marketing, Operations, Legal, Compliance, and Client Coverage teams, driving coordinated execution of strategic initiatives and ensuring consistent delivery against business objectives.
• Oversee critical business planning processes, helping identify growth opportunities, manage business priorities, and support effective resource allocation across the organization.
• Drive adoption of innovative tools and capabilities, including the integration of AI-enabled solutions to enhance sales effectiveness, client engagement, and business management practices.

Client Strategy & Relationship Management

• Lead the development and execution of the institutional client retention strategy, partnering with sales leaders and client-facing teams to strengthen relationships, proactively identify risks, and support long-term client growth.
• Collaborate with team leaders on account planning, pipeline management, and business-at-risk reviews, ensuring opportunities and challenges are identified early and translated into actionable plans.
• Coach and support Institutional Sales professionals on client management best practices, helping elevate relationship quality and allowing senior leaders to focus on strategic client engagement and relationship deepening.
• Help shape client segmentation, service models, and coverage approaches, ensuring resources are aligned to client needs and growth potential.

Commercial Growth & Market Development

• Support and help drive strategic commercial initiatives and partnerships, identifying opportunities to expand capabilities, strengthen market positioning, and deliver enhanced client outcomes.
• Partner with Product, Distribution, and Specialist teams to define sales focus areas and growth opportunities, ensuring the organization remains focused on the most impactful priorities.
• Oversee target-setting and performance planning processes across the U.S. Institutional team, leveraging insights into portfolio opportunity, client dynamics, and market potential to support sustainable growth.
• Coordinate and facilitate regular business and product engagement forums, including Product Focus discussions and strategic planning sessions that strengthen collaboration across the platform.

Client Engagement, Marketing & Firmwide Initiatives

• Partner with Marketing to define and execute client outreach strategies, including content planning, segmentation approaches, timing of engagement, and personalization capabilities.
• Drive coordination of major client-facing and firmwide initiatives on behalf of the U.S. Institutional business, ensuring consistent messaging, effective execution, and measurable impact.
• Lead and coordinate executive engagement programs, helping strengthen relationships between senior leadership and strategic clients.
• Act as a key liaison for strategic client initiatives, transition management partnerships, and cross-functional client programs, helping ensure a seamless and coordinated client experience.

Governance, Risk & Operational Excellence

• Provide leadership across key governance and operational processes, ensuring activities are executed efficiently, consistently, and in alignment with firm standards.
• Partner closely with Legal, Compliance, and Operational teams to support institutional client onboarding, legal coordination, AML/KYC requirements, and master trust-related activities.
• Ensure client-related initiatives and business processes are delivered with strong governance, transparency, and accountability, while maintaining a focus on operational excellence and risk management.
• Help drive continuous improvement of business processes and operating models, ensuring the U.S. Institutional organization remains efficient, scalable, and positioned for future growth.

Talent Development & Organizational Effectiveness

• Support the development of a high-performing and collaborative culture, helping strengthen organizational effectiveness across the U.S. Institutional team.
• Champion professional development and upskilling initiatives, equipping teams with the capabilities required to succeed in an evolving institutional marketplace.
• Promote knowledge sharing, coaching, and cross-functional collaboration, helping create a culture of continuous improvement and accountability.

What We Value

We are looking for a leader who combines strong commercial instincts, operational discipline, and exceptional relationship management skills with the ability to influence across a complex organization.

You will bring:

• Significant experience within asset management, institutional sales, client coverage, consultant relations, or business management
• Strong understanding of institutional client needs and distribution models
• Experience leading strategic initiatives across multiple stakeholder groups
• Proven ability to drive client retention, business growth, and organizational effectiveness
• Strong governance, risk management, and operational oversight capabilities
• Excellent communication, relationship-building, and influencing skills
• A collaborative leadership style and the ability to operate effectively in a highly visible environment
• Experience working across investment, product, marketing, operations, legal, and compliance functions

Education and preferred qualifications

• Bachelor's degree required; MBA or other advanced business, finance, or management qualification preferred.
• 15+ years of experience within asset management, institutional investment management, distribution, consultant relations, client coverage, business management, or related leadership functions.
• Proven experience working with institutional investors, including public and corporate pensions, endowments, foundations, healthcare organizations, sovereign entities, consultants, and OCIO relationships.
• Demonstrated success leading strategic initiatives and complex cross-functional programs across sales, product, marketing, operations, legal, compliance, and client service organizations.
• Strong understanding of institutional distribution models, client segmentation, retention strategies, and business development processes.
• Experience supporting or leading large-scale business transformation, sales enablement, operating model enhancement, or organizational effectiveness initiatives.
• Working knowledge of governance, regulatory, onboarding, AML/KYC, legal documentation, and client implementation processes within an institutional asset management environment.
• Experience managing senior stakeholder relationships and influencing decision-making within matrixed organizations.
• Track record of developing talent, coaching teams, and building high-performing and collaborative cultures.

Are you the right candidate?

We believe in the value created by different backgrounds and experiences. You may not meet every qualification listed. If you bring strong judgment, curiosity, a collaborative approach, and the ability to translate complex risk issues into practical action, you could be a strong fit for this role.

Salary Range:

$170,000 - $267,500 Annual

The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.

Employees are eligible to participate in State Street’s comprehensive benefits program, which includes: 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); and, eligibility for certain tax advantaged savings plans.

For a full overview, visit https://hrportal.ehr.com/statestreet/Home.

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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