Remote Growth Director, Client Outcomes

SoftServe; Massachusetts; Hybrid; USD 123,000 - 193,000; Full time

Benefits offered by this job

Flexible work model

Health coverage

Paid time off

Wellness support

Learning opportunities

Job summary

SoftServe, a global IT consulting and digital services company, seeks a Client Outcomes Director within the Revenue Organization. You will serve as the primary client contact, align services with business goals, and orchestrate delivery with internal teams to ensure high-quality outcomes.

You will manage senior client relationships, drive growth, and advocate for clients while maintaining project oversight and clear communication. Travel up to 25% may be required.

Qualifications

• 7+ years in client-facing roles within the IT industry.
• 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.
• Excellent verbal and written communication, with strong presentation and facilitation 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.

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.

Skills

Client-facing

AWS Knowledge

Communication skills

Analytical thinking

Problem solving

English proficiency

Education

Bachelor's degree

MBA or equivalent

Job description

SoftServe, a global IT consulting and digital services company, seeks a Client Outcomes Director within the Revenue Organization. You will serve as the primary client contact, align services with business goals, and orchestrate delivery with internal teams to ensure high-quality outcomes.

You will manage senior client relationships, drive growth, and advocate for clients while maintaining project oversight and clear communication. Travel up to 25% may be required.