Technology Consultant Associate Director (NYC)

SoftServe•New York, NY

58d•Onsite

About The Position

The Technology Consultant Associate Director (Banking/Financial Services) role plays a key leadership role within the Revenue Organization. The Technology Consultant Associate Director role serves as a strategic partner and trusted customer advocate for complex accounts/portfolios with high growth potential, ensuring the seamless integration of SoftServe'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.

Requirements

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
Leadership and Collaboration
Strong leadership and collaboration skills, with the capability to influence and guide cross-functional teams towards achieving shared objectives
Demonstrated ability to collaborate effectively with Client Partners and other sales functions
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 specialty resources and cross-company capabilities
15+ years of experience in client-facing roles within the IT industry, preferably with a focus on service delivery and stakeholder management
15+ years of experience in program/portfolio management roles, managing large and complex accounts/portfolios, with proven track records of client satisfaction and value realization
English proficiency at an upper-intermediate level
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

Nice To Haves

Experience working in the global delivery model is a plus
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

Responsibilities

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 on-site 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