Client Outcomes Director (Retail / CPG / MFG)

Ideal Candidate location: Pacific NW

Job Profile Summary

Client Outcomes, Director reports to Client Success Leader and plays a key leadership role within the Revenue Organization, serving as a strategic partner and trusted advisor for large complex accounts / portfolios and accounts / portfolios with high potential for growth that need ultimate focus. Client Outcomes, Director orchestrates the seamless integration of SoftServe's services within the client's environment, ensuring high levels of clients’ solutions and services, driving account / portfolio growth. Client Outcomes, Director serves as the primary point of contact for the client, deeply understanding their needs and collaborating effectively with internal delivery teams to achieve successful and high-quality outcomes SoftServe delivers to the clients. This role focuses on client relationship management, hands-on delivery oversight, strategic alignment internally and externally, facilitating communication between the client and SoftServe's delivery organization, and business growth.

Duties & Responsibilities

Client Relationship Management

• Builds and maintains strong relationships with the assigned client, serving as a trusted advisor and the primary point of contact for all service-related matters.
• Proactively identifies and addresses potential client concerns, drives risk identification and management on account / portfolio level, ensures transparent communication focused on all aspects of the cooperation.
• Develops a deep understanding of client needs, business objectives, and strategic goals to ensure services are aligned with and contributed to client success; responsible for proper setup and effective execution of expectation management processes on account / portfolio level.
• Advocates for the client within SoftServe, communicating feedback and requirements to delivery teams and leadership, drives effective client’s feedback processing starting from response planning to actual resolution, in case of client’s escalation, manages escalation resolution process.
• Monitors client satisfaction through various channels (e.g., NPS surveys, feedback sessions) and leads continuous improvement initiatives based on client input.

Strategic Alignment

• Collaborates with client stakeholders and delivery teams to ensure solutions are in line with the client’s strategic objectives and business needs, as well as assure provided services and their deliverables bring value to the client and drive client’s success.
• Identifies and capitalizes on opportunities for service expansion and growth within account / portfolio based on the thorough understanding of the client’s evolving business and needs.
• Responsible for identification and definition of pipeline of work the current team is going to work on once existing project(s) are delivered and completed, assures continuity of services to the client within the current line of business.
• Facilitates cross-functional collaboration (e.g., sales, delivery, pre-sales) to maintain a unified and client-centric approach, serves as a deal champion on the SoftServe side, drives deal pursuit and all the efforts to sign the deal.
• Facilitates the account development plan and strategies, providing valuable insights into client priorities and potential growth areas in the current line of business, drives and/or executes account development activities in these areas.
• Serves as a bridge between client and delivery organization, leading and strengthening multi-layer communication between SoftServe and client stakeholders.

Delivery Oversight and Coordination

• Maintains ongoing overview of project and program delivery within the assigned account / portfolio, ensuring alignment of the provided services and delivered value with client expectations and contractual obligations.
• Acts as a liaison between the client and the delivery organization, ensuring clear, timely communication about project progress and addressing any challenges, provides regular status updates to appropriate SoftServe and client’s stakeholders.
• Escalates client concerns or delivery issues to relevant stakeholders, responsible for removing obstacles, managing dependencies and timely issues resolution to maintain delivery productivity and client satisfaction.
• Promotes a client-focused culture within the delivery organization, emphasizing a commitment to exceeding client expectations and delivering high-quality services, performs regular client update sessions for the team, explaining client-specific aspects of cooperation, regulatory/policy/operational requirements, etc.

Required Competencies & Experience

• 8+ years of experience in client-facing roles within the IT industry, with a focus on service delivery and stakeholder management.
• 4+ years of experience in program / portfolio management roles, managing large and complex accounts / portfolios, with proven track records of client satisfaction and revenue growth.
• 2+ years of experience in consultative sales or account management with an emphasis on account revenue growth working with Manufacturing, Retail and/or CPG industries.
• Bachelor’s Degree.
• Ability to travel up to 50%.

Preferred Competencies & Experience

• Client Relationship Management: Proven competence in building and maintaining strong client relationships at all levels, demonstrating excellent communication, interpersonal and negotiation skills.
• Business Acumen: Strong understanding of business principles and practices, with the proficiency to translate client needs into strategic solutions and opportunities for growth.
• Communication and Negotiation: Exceptional communication and negotiation skills, with the ability to effectively articulate complex technical concepts to both technical and non-technical audiences, ensuring clear and concise messaging.
• Leadership and Collaboration: Strong leadership and collaboration skills, with the capability to influence and guide cross-functional teams towards achieving shared objectives, fostering a collaborative and results-oriented environment.
• Problem-Solving and Decision-Making: Proven expertise in identifying and solving complex problems, making sound decisions under pressure and considering various perspectives and potential outcomes.
• Industry Vertical Experience:Prior experience working with Manufacturing, Retail, or CPG clients strongly preferred. Familiarity with Supply Chain operations, challenges, and digital transformation trends is a plus.
• Industry Knowledge: Deep understanding of the IT industry and emerging trends, demonstrating awareness of industry best practices and innovative solutions.
• Expertise in Delivery: Expertise in building and running effective pre-sale teams, experience in managing complex projects and programs involving CoE resources and cross-company capabilities.

This posting includes an anticipated salary range that SoftServe expects to offer for this position. The range provided reflects the base salary only. Final compensation within this range will be determined based on a number of factors, including, but not limited to: geographic location, relevant experience, education, certifications, skills, budget, and market conditions.

The anticipated salary range for this role is $190,000.00 – $230,000.00 annually, in line with our internal compensation framework and budget allocation for the role. Most candidates are offered a salary within this disclosed range. If the role is eligible for a variable pay plan, this would be considered separately and may provide additional earnings beyond the base salary range reflected here.

Please note, the information provided in this posting is a general summary and may not include all compensation elements or benefits associated with the position.