Onsite Program Manager

Corporate Recruitment Manager at Soft Serve

Note:

This role requires frequent travel to client sites in Dallas and program management experience in IT services, with work in the real estate industry being a plus.

An Onsite Program Manager reports to the Client Success Leader and plays a key leadership role within the Revenue Organization, serving as a strategic partner and trusted advisor for large critical accounts/portfolios and accounts/portfolios with high potential for growth. The OPM orchestrates the integration of Soft Serve's services within the client's environment, ensuring high levels of client satisfaction and delivering value.

The OPD serves as the primary point of contact for the client, collaborating with internal delivery teams to achieve successful and high-quality outcomes. This role focuses on client relationship management, strategic alignment, and driving business growth.

• Client Relationship Management:
  Builds and maintains strong relationships with the assigned client, serving as a trusted advisor and the primary point of contact for all service-related matters
• Proactively identifies and addresses potential client concerns, drives risk identification and management at the account/portfolio level, and ensures transparent communication
• Develops understanding of client needs, business objectives, and strategic goals; ensures services are aligned with client success and manages expectations at the account/portfolio level
• Advocates for the client within the company; communicates feedback to delivery teams and leadership; manages escalation processes as needed
• Monitors client satisfaction through various channels and leads continuous improvement initiatives based on client input

• Collaborates with client stakeholders and delivery teams to align solutions with client objectives
• Identifies opportunities for service expansion and growth within the account/portfolio
• Defines the pipeline of work for the current team after existing projects are delivered
• Ensures continuity of services within the current line of business
• Facilitates cross-functional collaboration (sales, delivery, pre-sales) and drives deal pursuit to sign engagements
• Manages account development plans and strategies, providing insights into client priorities and growth opportunities
• Serves as a bridge between the client and delivery organization, strengthening multi-layer communication

• Maintains oversight of project and program delivery within the assigned account/portfolio, ensuring value delivery aligns with client expectations and contractual obligations
• Acts as liaison between client and delivery organization; provides clear, timely progress updates
• Escalates client concerns or delivery issues; removes obstacles and manages dependencies
• Ensures timely issue resolution to maintain delivery productivity and client satisfaction
• Promotes a client-focused culture within the delivery organization and conducts regular client update sessions

• 7+ years of experience in client-facing roles within the IT industry, preferably in service delivery and stakeholder management
• 1+ years in program/portfolio management roles, managing large and complex accounts/portfolios with proven client satisfaction and revenue growth
• Experience in a global delivery model is a plus

• Advanced English proficiency (upper-intermediate+)
• Excellent verbal and written communication skills and ability to tailor communication to various audiences
• Strong presentation and facilitation skills
• Strong analytical and problem-solving skills

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

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

• Willingness/ability to travel up to 50% of the time, depending on client location and business needs (Dallas)

Soft Serve is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, age, sex, nationality, disability, sexual orientation, gender identity and expression, veteran status, and other protected characteristics under applicable law. Let’s put your talents and experience in motion with Soft Serve.