Client Outcomes Director; Retail​/CPG​/MFG

Client Outcomes Director (Retail/CPG/MFG) JOB PROFILE SUMMARY

Client Outcomes, Director reports to Client Success Leader and plays a key leadership role within the Revenue Organization, serving as a strategic partner and trusted advisor for large complex accounts / portfolios and accounts / portfolios with high potential for growth that need ultimate focus. Client Outcomes, Director orchestrates the seamless integration of Soft Serve's services within the client's environment, ensuring high levels of clients’ solutions and services, driving account / portfolio growth.

Client Outcomes, Director serves as the primary point of contact for the client, deeply understanding their needs and collaborating effectively with internal delivery teams to achieve successful and high-quality outcomes Soft Serve delivers to the clients. This role focuses on client relationship management, strategic alignment internally and externally, facilitating communication between the client and Soft Serve's delivery organization, and 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 on account / portfolio level, ensures transparent communication focused on all aspects of the cooperation
• Develops a deep understanding of client needs, business objectives, and strategic goals to ensure services are aligned with and contributed to client success; responsible for proper setup and effective execution of expectation management processes on account / portfolio level
• Advocates for the client within the company, communicating feedback and requirements to delivery teams and leadership, drives effective client’s feedback processing starting from response planning to actual resolution, in case of client’s escalation, manages escalation resolution process
• Monitors client satisfaction through various channels (e.g., NPS surveys, feedback sessions) and leads continuous improvement initiatives based on client input

Strategic Alignment

• Collaborates with client stakeholders and delivery teams to ensure solutions are in line with the client’s strategic objectives and business needs, as well as assure provided services and their deliverables bring value to the client and drive client’s success
• Identifies and capitalizes on opportunities for service expansion and growth within account / portfolio based on the thorough understanding of the client’s evolving business and needs.
• Responsible for identification and definition of pipeline of work the current team is going to work on once existing project(s) are delivered and completed, assures continuity of services to the client within the current line of business
• Facilitates cross-functional collaboration (e.g., sales, delivery, pre-sales) to maintain a unified and client-centric approach, serves as a deal champion on the Soft Serve side, drives deal pursuit and all the efforts to sign the deal
• Facilitates the account development plan and strategies, providing valuable insights into client priorities and potential growth areas in the current line of business, drives and/or executes account development activities in these areas
• Serves as a bridge between client and delivery organization, leading and strengthening multi-layer communication between Soft Serve and client’s stakeholders

Delivery Oversight and Coordination

• Maintains ongoing overview of project and program delivery within the assigned account / portfolio, ensuring alignment of the provided services and delivered value with client expectations and contractual obligations
• Acts as a liaison between the client and the delivery organization, ensuring clear, timely communication about project progress and addressing any challenges, provides regular status updates to appropriate Soft Serve and client’s stakeholders
• Escalates client concerns or delivery issues to relevant stakeholders, responsible for removing obstacles, managing dependencies and timely issues resolution…