Client Outcomes Director - Manufacturing; Tampa, FL

Client Outcomes Director - Manufacturing (Tampa, FL)

Conditions:


* Candidates must be located in Tampa, FL*

$ – $

The Onsite Program role plays a key leadership role within the Revenue Organization. The Onsite Program role serves as a strategic partner and trusted customer advocate for complex accounts/portfolios with high growth potential, ensuring the seamless integration of Soft Serve's services within the client's environment.

This role focuses on client relationship management, strategic alignment, delivery orchestration, and business growth, while also being responsible for defining client problems, modeling ideal outcomes, measuring value, and maintaining consistent communication with clients and internal teams.

Client Relationship Management

• Build and maintain strong relationships with assigned clients, serving as a trusted advisor and primary point of contact for all service-related matters
• Proactively identify and address potential client concerns, drive risk identification and management on account/portfolio level, and ensure transparent communication
• Develop a deep understanding of client needs, business objectives, and strategic goals to align services with client success
• Advocate for the client within the company, communicate feedback and requirements to delivery teams and leadership, and manage escalation resolution processes
• Monitor client satisfaction through various channels (e.g., NPS surveys, feedback sessions) and lead continuous improvement initiatives based on client input
• Collaborate with the Client Partner on overall account health and strategic direction

Strategic Alignment

• Collaborate with client stakeholders and delivery teams to ensure solutions align with the client’s strategic objectives and business needs
• Teams with Client Partner to identify and capitalize on opportunities for service expansion and growth within accounts/portfolios
• Facilitate cross-functional collaboration (e.g., sales, delivery, pre-sales) to maintain a unified and client-centric approach
• Support the development and execution of account development plans and strategies, providing valuable insights into client priorities and potential growth areas
• Serve as a bridge between the client and the delivery organization, leading and strengthening multi-layer communication

Delivery Orchestration

• Maintain ongoing support of project and program delivery within assigned accounts/portfolios, ensuring alignment with client expectations and contractual obligations
• Act as a liaison between the client and the delivery organization, ensuring clear, timely communication about project progress and addressing any challenges
• Escalate client concerns or delivery issues to relevant stakeholders, manage dependencies, and ensure timely issue resolution
• Promote a client-focused culture within the delivery organization, emphasizing a commitment to exceeding client expectations and delivering high-quality services

Outcome Measurement and Reporting

• Develop and implement metrics to measure the success of deliverables and overall project outcomes
• Provide weekly scorecards to clients and internal teams, highlighting progress and areas for improvement
• Conduct weekly meetings with clients and delivery teams to manage changing dynamics and ensure project progress
• Help model measurable outcomes that can be used to measure overall success

Contract Support

• Assist in the creation of SoWs and change requests that reflect the dynamic nature of the client’s needs and priority outcomes

Onsite Presence

• Maintain a weekly onsite presence with clients to foster strong relationships and ensure project alignment
• Often represents the client’s technology leadership within the business, helping identify and prioritize the most impactful efforts
• Billable utilization of 30%+ is expected

Client Relationship Management

• Proven competence in building and maintaining strong client relationships at all levels, demonstrating excellent communication, interpersonal, and negotiation skills

Business Acumen

• Strong understanding of business principles and practices, with the proficiency to translate client needs into strategic…