Job Description
Job Profile Summary
An Onsite Program Manager (OPM) 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 accounts/portfolios that are complex or with high growth potential that need ultimate focus.
An OPM orchestrates the seamless integration of SoftServe's services within the client's environment, ensuring high levels of clients’ solutions and services, driving account and portfolio growth. An OPM 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 that SoftServe delivers to the clients.
This role focuses on client relationship management, strategic alignment internally and externally, facilitating communication between the client and SoftServe's delivery organization, and business growth.
Duties & Responsibilities
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 contribute to client success
- Responsible for the proper setup and effective execution of expectation management processes on the 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 the 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
- Ensures that the provided services and their deliverables bring value to the client and drive the client’s success
- Identifies and capitalizes on opportunities for service expansion and growth within account/portfolio based on a thorough understanding of the client’s evolving business and needs
- Responsible for the identification and definition of a pipeline of work that the current team is going to work on once existing project(s) are delivered and completed
- Ensures the 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 SoftServe side, drives the deal pursuit, and all 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 the client and the delivery organization, leading and strengthening multi-layer communication between SoftServe and the client’s stakeholders
Delivery Oversight and Coordination
- Maintains ongoing overview of project and program delivery within the assigned account/portfolio
- Ensures that 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
- Ensures clear, timely communication about project progress and addresses any challenges
- Provides regular status updates to SoftServe and the client’s stakeholders
- Escalates 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
- Promotes a client-focused culture within the delivery organization, emphasizing a commitment to exceeding client expectations and delivering high-quality services
- Performs regular client update sessions for the team, explaining client-specific aspects of cooperation, regulatory/policy/operational requirements, etc.
Preferred Competencies & Experience
- 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 solutions and 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 capability to influence and guide cross-functional teams towards achieving shared objectives, fostering a collaborative and results-oriented environment
- Problem-solving and decision-making: proven expertise in identifying and solving 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 programs involving CoE resources and cross-company capabilities
- 7+ years of experience in client-facing roles within the IT industry, preferably with a focus on service delivery and stakeholder management
- 1+ years of experience in program/portfolio management roles, managing large and complex accounts/portfolios, with proven track records of client satisfaction and revenue growth
- Experience working in the global delivery model is a plus
Required Skills
- Advanced English proficiency (upper-intermediate+)
- Excellent verbal and written communication skills, with the proficiency to adapt communication style to various audiences and contexts
- Strong presentation and facilitation skills, with demonstrated proficiency in effectively communicating ideas and information to groups
- 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
- Bachelor’s degree in business administration, computer science, software engineering, or a related field
- Master's degree in business administration (MBA) or a related field would be a plus
Other Requirements
- Openness to travelling up to 25% of the time, depending on client location and business needs
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