Client Outcomes Director

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 Soft Serve'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 Soft Serve's delivery organization, and account growth.

• 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 Soft Serve 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 Soft Serve side and drive deal pursuit through to signature.

• 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.

Soft Serve 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…