Client Outcomes Director

SoftServe; Northern (KY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible work model

Health coverage

Paid time off

Wellness support

Learning opportunities

Job summary

SoftServe seeks a Client Outcomes Director who leads strategic client partnerships within the Revenue Organization. You will act as a trusted advisor for key accounts, mapping client needs to SoftServe capabilities and driving value across complex portfolios.

This leadership role emphasizes relationship management, risk mitigation, and growth opportunities. You will align delivery with client strategy, ensure high-quality outcomes, and coach teams to maintain strong stakeholder engagement.

Qualifications

• 7+ years in client-facing IT roles.
• 1+ years in program/portfolio management.
• Knowledge of AWS services.
• Experience in Biochemical, Food safety or Clinical devices industries.
• Excellent verbal and written communication; strong presentation skills.
• Advanced English (C1+).

Responsibilities

• Serve as primary contact and trusted advisor for the assigned account/portfolio.
• Understand client needs, objectives, and goals; manage expectations at account level.
• Identify and address client concerns; drive risk management across the account.
• Advocate for the client internally; feedback processing and escalation management.
• Monitor client satisfaction (NPS, feedback) and lead improvement initiatives.
• Oversee delivery within the account to ensure value aligns with obligations.
• Bridge between client and delivery; provide regular status updates.
• Escalate concerns and remove obstacles to maintain productivity and satisfaction.
• Collaborate with client and delivery teams to keep solutions aligned with strategy.
• Promote client-focused culture; run regular client update sessions.
• Identify opportunities for service expansion and growth.
• Define pipeline of work for the current team; ensure continuity.
• Drive account development plan and cross-functional collaboration.

Skills

Client-facing

Program/Portfolio mgmt

AWS knowledge

Biochemical/Clinical domains

Communication

Analytical thinking

English (C1+)

Education

Bachelor's degree in business/CS/SE

MBA or equivalent (plus)

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.

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:

Leading People

Hire and onboard talent, build trust and inclusion, set clear priorities, coach growth, deliver results, and lead change aligned to our values.

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.

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About us

We are a digital engineering and technology consulting company where expertise grows alongsidepeople. For more than 30years, we have been elevating technology: helping organizations navigate complex businesschallenges by combining deepengineering knowledge with thoughtful, research-backed innovation. Our teams work across keyareas: digitalengineering, data and analytics, Сloud, and AI/ML. In each, we deliver practical, scalablesolutions rooted in realbusiness needs and measurable human impact.

You bring your perspective and ambition. We create an environment where your work meetsclarity, confidence, andpurpose.

We offer

Flexible Work Model

Work from home, from the office, or in a hybrid format that supports focus andcollaboration.

Competitive, market-based pay, benchmarked by role andlocation — plus health coverage, paid time off, wellness support, and learningopportunities.

Partner with approachable leaders who communicate clearly and tie daily work to ourdirection.

Advanced tech communities

Hands-on engagement with AI/ML, Cloud, Quantum Computing,IoT, and Robotics communities, with projects built on modern frameworks.

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