Client Outcomes Director

SoftServe; Massachusetts; On-site; USD 123,000 - 193,000; Full time

Benefits offered by this job

Flexible work model

Hybrid/work from home options

Competitive pay and benefits

Approachable leadership

Advanced tech communities

Job summary

SoftServe is seeking a Client Outcomes Director to lead the Revenue Organization’s relationship management for strategic accounts and high-growth portfolios, orchestrating service delivery and driving growth through client insight and cross-functional collaboration.

You will be the primary client contact, aligning internal teams with client goals, managing risk, monitoring satisfaction, and championing a client-centric culture while exploring expansion opportunities across global delivery.

Qualifications

• 7+ years in client-facing IT roles.
• Knowledge of AWS services and infrastructure.
• Experience in Biochemical, Food safety and/or Clinical devices industries.
• 1+ years in program/portfolio management for large accounts/portfolios.
• Excellent communication with strong presentation skills.
• Strong analytical and problem-solving skills.
• Advanced English proficiency.
• Bachelor's degree in business, CS, software engineering, or related field; MBA or equivalent is a plus.
• Willingness to travel up to 25% of the time.

Responsibilities

• Serve as the primary point of contact and trusted advisor for the assigned account/portfolio, building relationships across client stakeholders.
• Develop deep understanding of client needs, objectives, and goals; set up and execute expectation management at portfolio level.
• Proactively address client concerns; manage risk at account level with transparent communication.
• Advocate for the client internally; relay feedback to delivery teams and leadership and manage escalations.
• Monitor client satisfaction (NPS, feedback) and drive continuous improvement.
• Maintain an overview of project delivery to ensure value aligns with expectations and contracts.
• Bridge client and delivery organizations; provide regular status updates to SoftServe and client stakeholders.
• Escalate issues; remove obstacles, manage dependencies, and ensure timely resolution.
• Collaborate with stakeholders to keep solutions aligned with client strategy and tangible value.
• Promote client-centric culture and run regular client update sessions covering regulatory and operational aspects.
• Identify opportunities for service expansion and growth based on client needs.

Skills

Client relationship mgmt

Communication skills

Analytical thinking

English proficiency

Travel readiness

Portfolio management

Education

Bachelor's degree in business/CS/SE

MBA

Tools

AWS Services

Job description

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.
• Knowledge of AWS Services and Infrastructure.
• Experience in Biochemical, Food safety and / or Clinical devices industries.
• 1+ years in program/portfolio management, running large and complex accounts/portfolios, with a proven track record of client satisfaction and revenue growth.
• 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.
• 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.
• Experience in a global delivery model is a plus.

ABOUT US

SoftServe is a global IT consulting and digital services company where technology expertise grows alongside people. For more than 30 years, we have helped organizations navigate complex business challenges by combining deep engineering knowledge with thoughtful, research-backed innovation.

Our teams work in digital engineering, data and analytics, cloud, and AI/ML, building practical, scalable solutions grounded in real business needs and human impact. We support clients across high tech, financial services, healthcare, life sciences, retail, energy, and manufacturing, with a pace that respects quality, sustainability, and the people behind the work.

We stand out in the way we work together. You bring your perspective and ambition - we create the environment to shape solutions with clarity, confidence, and purpose.

WHAT WE OFFER

• Flexible Work Model
• Work from home, from the office, or in a hybrid format that supports focus and collaboration.
• Competitive, market-based pay, benchmarked by role and location — plus health coverage, paid time off, wellness support, and learning opportunities.
• Approachable leaders who communicate openly, keep teams close to the strategy, and support long-term planning.
• Advanced Tech Communities
• Stay close to AI/ML, Cloud, Quantum Computing, IoT, and Robotics communities, with projects built on modern frameworks.

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 some 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 $123,000 – $193,000 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 that the information provided in this posting is a general summary and may not include all compensation elements or benefits associated with the position.

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.