Client Outcomes Director (Manufacturing)

Job Profile Summary

The Onsite Program role plays a key leadership role within the Revenue Organization. The Onsite Program role serves as a strategic partner and trusted customer advocate for complex accounts / portfolios with high growth potential, ensuring the seamless integration of SoftServe's services within the client's environment. This role focuses on client relationship management, strategic alignment, delivery orchestration, and business growth, while also being responsible for defining client problems, modeling ideal outcomes, measuring value, and maintaining consistent communication with clients and internal teams.

Duties & Responsibilities

Client Relationship Management

• Build and maintain strong relationships with assigned clients, serving as a trusted advisor and primary point of contact for all service-related matters
• Proactively identify and address potential client concerns, drive risk identification and management on account / portfolio level, and ensure transparent communication
• Develop a deep understanding of client needs, business objectives, and strategic goals to align services with client success
• Advocate for the client within the company, communicate feedback and requirements to delivery teams and leadership, and manage escalation resolution processes
• Monitor client satisfaction through various channels (e.g., NPS surveys, feedback sessions) and lead continuous improvement initiatives based on client input
• Collaborate with the Client Partner on overall account health and strategic direction

Strategic Alignment

• Collaborate with client stakeholders and delivery teams to ensure solutions align with the client’s strategic objectives and business needs
• Teams with Client Partner to identify and capitalize on opportunities for service expansion and growth within accounts / portfolios
• Facilitate cross-functional collaboration (e.g., sales, delivery, pre-sales) to maintain a unified and client-centric approach
• Support the development and execution of account development plans and strategies, providing valuable insights into client priorities and potential growth areas
• Serve as a bridge between the client and the delivery organization, leading and strengthening multi-layer communication

Delivery Orchestration

• Maintain ongoing support of project and program delivery within assigned accounts / portfolios, ensuring alignment with client expectations and contractual obligations
• Act as a liaison between the client and the delivery organization, ensuring clear, timely communication about project progress and addressing any challenges
• Escalate client concerns or delivery issues to relevant stakeholders, manage dependencies, and ensure timely issue resolution
• Promote a client-focused culture within the delivery organization, emphasizing a commitment to exceeding client expectations and delivering high-quality services

Outcome Measurement and Reporting

• Develop and implement metrics to measure the success of deliverables and overall project outcomes
• Provide weekly scorecards to clients and internal teams, highlighting progress and areas for improvement
• Conduct weekly meetings with clients and delivery teams to manage changing dynamics and ensure project progress
• Help model measurable outcomes that can be used to measure overall success

Contract Support

• Assist in the creation of SoWs and change requests that reflect the dynamic nature of the client’s needs and priority outcomes

Onsite Presence

• Maintain a weekly onsite presence with clients to foster strong relationships and ensure project alignment
• Often represents the client’s technology leadership within the business, helping identify and prioritize the most impactful efforts
• Billable utilization of 30%+ is expected

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

Leadership and Collaboration

• Strong leadership and collaboration skills, with the capability to influence and guide cross-functional teams towards achieving shared objectives
• Demonstrated ability to collaborate effectively with Client Partners and other sales functions

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 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 specialty resources and cross-company capabilities

Experience Requirements

• 7+ years of experience in client-facing roles within the IT industry, preferably with a focus on service delivery and stakeholder management
• 3+ years of experience in program / portfolio management roles, managing large and complex accounts / portfolios, with proven track records of client satisfaction and value realization
• Experience working in the global delivery model is a plus

Required Skills

• English proficiency at an upper-intermediate level
• Excellent verbal and written communication skills, with the proficiency to adapt communication style to various audiences and contexts
• Strong presentation and facilitation skills, with demonstrated proficiency in effectively communicating ideas and information to groups
• Strong analytical and problem-solving skills

Supervisory Responsibilities

• This role does not have direct supervisory responsibilities but may involve matrix management and guidance of cross-functional teams.

Level Considerations

• Associate Manager : Ability to move beyond technical requirements, articulating and grounding on business outcomes. Strong delivery orchestration skills
• Manager : Expands to orchestrate and prioritize business requirements and effectively define ideal outcomes. Guides conversations from outputs to outcomes. Ability to properly support multiple delivery efforts
• Director : Orchestrates outcomes in multi-portfolio engagements. Manages expectations across multiple business stakeholders, grounded on outcome-based commercial models. Effectively navigates internal and external factors to drive highly profitable engagements

Qualifications

• Education : Bachelor’s degree in business administration, computer science, software engineering, or a related field. A master's degree in business administration (MBA) or a related field is a plus

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, sexual orientation, gender identity / expression, or protected veteran status. SoftServe is an Equal Opportunity Employer.