Flexible Work Model
Work from home, from the office, or in a hybrid format that supports focus and collaboration.
About the role
The Client Outcomes Director plays a key leadership role within the Revenue Organization, acting as a strategic partner and trusted advisor for complex accounts and portfolios, as well as those with high growth potential that require particular focus.
In this role you serve as the primary point of contact for the client — developing a deep understanding of their needs, orchestrating the integration of SoftServe's services into their environment, and collaborating with internal delivery teams to ensure high-quality outcomes. The role centers on client relationship management, strategic alignment both internally and externally, communication between the client and SoftServe's delivery organization, and account growth.
Responsibilities
Serve as the primary point of contact and trusted advisor for the assigned account/portfolio, building and strengthening multi-layer relationships across client stakeholders.
Develop a deep understanding of the client's needs, business objectives, and strategic goals; own the setup and effective execution of expectation management at account/portfolio level.
Proactively identify and address client concerns; drive risk identification and management at account/portfolio level with transparent communication across all aspects of the cooperation.
Advocate for the client internally — communicate feedback and requirements to delivery teams and leadership, drive feedback processing from response planning through resolution, and manage escalation resolution when it occurs.
Monitor client satisfaction (NPS surveys, feedback sessions) and lead continuous improvement initiatives based on client input.
Maintain an ongoing overview of project and program delivery within the account/portfolio, ensuring the services and delivered value stay aligned with client expectations and contractual obligations.
Act as the bridge between the client and the delivery organization: ensure clear, timely communication on progress and challenges, and provide regular status updates to SoftServe and client stakeholders.
Escalate client concerns and delivery issues to relevant stakeholders; remove obstacles, manage dependencies, and ensure timely resolution to maintain delivery productivity and client satisfaction.
Collaborate with client stakeholders and delivery teams to keep solutions in line with the client's strategic objectives and ensure deliverables bring tangible value.
Promote a client-focused culture within the delivery organization, running regular client update sessions that cover client-specific, regulatory, policy, and operational aspects of the cooperation.
Identify and capitalize on opportunities for service expansion and growth, based on a thorough understanding of the client's evolving business and needs.
Identify and define the pipeline of work for the current team beyond existing projects, assuring continuity of services within the current line of business.
Facilitate the account development plan and strategy, providing insights into client priorities and growth areas, and drive and/or execute the related activities.
Facilitate cross-functional collaboration (sales, pre-sales, delivery) for a unified, client-centric approach; act as deal champion on the SoftServe side and drive deal pursuit through to signature.
Requirements
7+ years in client-facing roles within the IT industry, preferably with a focus on service delivery and stakeholder management.
1+ years in program/portfolio management, running large and complex accounts/portfolios, with a proven track record of client satisfaction and revenue growth.
Knowledge of AWS Services and Infrastructure.
Experience in Biochemical, Food safety and / or Clinical devices industries.
Excellent verbal and written communication, with strong presentation and facilitation skills and the ability to adapt style to different audiences and contexts.
Strong analytical and problem-solving skills.
Advanced English proficiency (C1+).
Bachelor's degree in business administration, computer science, software engineering, or a related field; MBA or equivalent is a plus.
Willingness to travel up to 25% of the time, depending on client location and business needs - primarily to Milford, Massachusetts.
Experience in a global delivery model is a plus.
This is a leadership role where you will drive impact in two main directions:
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Leading People
Hire and onboard talent, build trust and inclusion, set clear priorities, coach growth, deliver results, and lead change aligned to our values.
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Leading Business
Deliver client value through business understanding, market and financial insight, global collaboration, and continuous improvement.
SoftServe is an equal opportunity employer. Qualified applicants will receive consideration regardless of race, color, ancestry, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, citizenship, disability, health condition, marital or family status, veteran status, or any other characteristic protected by applicable law.
Role Summary
Location
USA
Work type
Remote/Office
Direction
Business Development & Marketing
Subdirection
Client Success
Tech level
Director
Apply Now
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About us
We are a digital engineering and technology consulting company where expertise grows alongside people. For more than 30 years, we have been elevating technology: helping organizations navigate complex business challenges by combining deep engineering knowledge with thoughtful, research-backed innovation. Our teams work across key areas: digital engineering, data and analytics, Сloud, and AI/ML. In each, we deliver practical, scalable solutions rooted in real business needs and measurable human impact.
You bring your perspective and ambition. We create an environment where your work meets clarity, confidence, and purpose.
We offer
Compensation & Benefits
Competitive, market-based pay, benchmarked by role and location — plus health coverage, paid time off, wellness support, and learning opportunities.
People-first Leadership
Partner with approachable leaders who communicate clearly and tie daily work to our direction.
Advanced tech communities
Hands-on engagement with AI/ML, Cloud, Quantum Computing, IoT, and Robotics communities, with projects built on modern frameworks.