Client Success Director

The Client Success Director (CSD) is a key leadership role within the revenue organization, serving as a strategic partner and trusted advisor for large complex accounts and accounts with high potential for growth that need ultimate focus. The CSD orchestrates the seamless integration of SoftServe's services within the client's environment, ensuring high levels of clients’ solutions and services, driving account / portfolio growth. They serve as the primary point of contact for the client at day-to-day operational level, deeply understanding their needs and collaborating effectively with internal delivery teams to achieve successful outcomes SoftServe delivers to the clients. This role focuses on client relationship management, strategic alignment internally and externally, and facilitating communication between the client and SoftServe's delivery organization.

Duties & Responsibilities

Client Relationship Management:

• Build and maintain strong relationships with assigned clients, serving as a trusted advisor and the primary point of contact for all service delivery-related matters.
• Proactively identify and address potential client concerns, drive risk identification and management on account level, ensure transparent communication focused on Delivery aspects.
• Develop a deep understanding of client needs, business objectives, and strategic goals to ensure services are aligned with and contribute to client success, responsible for proper setup and effectively execution of expectation management processes on account level.
• Advocate for the client within the company, communicating feedback and requirements to delivery teams and leadership, drive effective client’s feedback processing starting from response planning till actual resolution, in case of client’s escalation, manage escalation resolution process.
• Monitor client satisfaction through various channels (e.g., NPS surveys, feedback sessions) and lead continuous improvement initiatives based on client input.

Strategic Alignment:

• Collaborate 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 a client and drive client’s success.
• Identify and capitalize on opportunities for service expansion and growth within current line of business on an account based on a 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, assure continuity of our services to the client within the current line of business.
• Facilitate cross-functional collaboration (e.g., sales, delivery, pre-sales) to maintain a unified and client-centric approach, serve as a deal champion on a SoftServe side, drive deal pursuit and all the efforts to sign the deal.
• Contribute to the development of account plans and strategies, providing valuable insights into client priorities and potential growth areas in current line of business, drive and/or execute account development activities in these areas.
• Serve as main contact point between client and delivery organization, leading and strengthening multi-layer communication between SoftServe and a client’s stakeholders.

Delivery Oversight and Coordination:

• Maintain a day-to-day overview of project and program delivery within the assigned account, ensuring alignment of provided services and delivered value 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, provide regular status updates to appropriate SoftServe and client’s stakeholders.
• Escalate client concerns or delivery issues to relevant stakeholders, responsible for removing obstacles, managing dependencies and timely issues resolution to maintain delivery productivity and client satisfaction.
• Promote a client-focused culture within the delivery organization, emphasizing a commitment to exceeding client expectations and delivering high-quality services, perform regular client update sessions for the team, explaining client-specific aspects of cooperation, regulatory-based/policy-based/operational-based working requirements, etc.

Preferred Competencies

• Client Relationship Management: Proven ability to build and maintain strong client relationships at all levels, demonstrating excellent communication, interpersonal, and negotiation skills.
• Business Acumen: Strong understanding of business principles and practices, with the ability to translate client needs into strategic solutions and identify opportunities for growth.
• Communication and Negotiation: Exceptional communication and negotiation skills, with the ability to effectively articulate complex technical concepts to both technical and non-technical audiences, ensuring clear and concise messaging.
• Leadership and Collaboration: Strong leadership and collaboration skills, with the ability to influence and guide cross-functional teams towards achieving shared objectives, fostering a collaborative and results-oriented environment.
• Problem-Solving and Decision-Making: Proven ability to identify and solve complex problems, making sound decisions under pressure and considering various perspectives and potential outcomes.
• Industry Knowledge: Deep understanding of the IT industry and emerging trends, demonstrating awareness of industry best practices and innovative solutions.
• Expertise in Delivery: Expertise in building and running effective pre-sale teams, experience in managing complex projects and multi-stream (3+ stream) programs involving CTO/COE resources and cross-company capabilities.

Experience Requirements:

• 10+ years of experience in client-facing roles within the IT industry, preferably with a focus on service delivery and account management.
• 3+ years of experience in program/portfolio management roles, managing large and complex accounts, with a proven track record of client satisfaction and revenue growth.
• Experience working in a global delivery model is a plus.

Required Skills

• Excellent verbal and written communication skills, with the ability to adapt communication style to various audiences and contexts.
• Strong presentation and facilitation skills, with the ability to effectively communicate ideas and information to groups.
• Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
• Strong analytical and problem-solving skills.

Supervisory Responsibilities

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

Qualifications

• Education: Bachelor’s degree in business administration, computer science, software engineering, or a related field.A Master's degree in business administration (MBA) or a related field is a plus.

Other Requirements

• Ability to travel up to 25% of the time, depending on client location and business needs.

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, sexual orientation, gender identity/expression, or protected veteran status. SoftServe is an Equal Opportunity Employer.