Client Engagement Manager, Scale

| Seattle
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The Role

As a Scale Client Engagement Manager on the Professional Services Team, you’ll have an opportunity to be the face of Outreach to new organizations who have just purchased our product. You’ll ensure a scale customer’s initial experience with Outreach is exceptional whether they are purchasing an hour block or a full onboard. You will educate our customers on the benefits and features of our core product, inspire their organization, and help them immediately start crushing their KPIs. As a Scale Client Engagement Manager you will work with multiple teams within Outreach to ensure a customer journey is well documented and handoffs between teams are flawless (Sales, Presales, Support and Success). Outreach is growing like crazy and you will have an opportunity to make a huge impact with our growth accounts, ensuring they are able to close more deals and expand their business.

 

About The Team

When the question is asked, “what kind of company are you?” our answer will always be, “we are a success company - we are here to make our customers successful.” The Professional Services team is focused on ensuring customers have an immediate time to value within the Outreach platform. We are technical specialists who consult new customers through their integration and expertly configure Outreach to their desired workflows. CEMs are expected to onboard new customers to optimize their sales strategy to take advantage of best practices. Our goal is to supercharge the stakeholders we work with and help them navigate a change management process with excellence. We're one of the fastest growing teams at Outreach and we work to connect cross-functional stakeholders from product, support, and even engineering with customers to remove any blockers in the onboarding process. The ownership is tangible on this team - our customers' projects are our projects and we drive to get them ROI as quickly as possible.

Your Daily Adventures Will Include

  • Work as the initial main point of contact with Outreach’s premier customers after a sale is complete
  • Provide an exceptional onboarding or hour block consulting to all customers and customer stakeholders, ensuring all users are up and running as quickly as possible
  • Provide strategic insights and information to customers during 1:1 sessions, consulting them on how to best transform their organization and become champions on their team
  • Relentlessly drive customers to best practices and sell them on the value of implementing Outreach correctly
  • Ensure all customers are onboarded quickly and comprehend the main functionality of the platform
  • Drive expansions through showing them the value of the platform and its ease of use
  • Influence all levels of leadership ranging from analysts to C-Level executives
  • Work with support and product teams to ensure customer feedback is captured and realized
  • Develop a proficiency in the product capabilities, and sales process best practices
  • Contribute to defining and refining the initiatives, methodologies, assets and programs within the Professional Services team
  • Drive problems and roadblocks to resolution with minimal assistance

Basic Qualifications

  • 2+ years of project management, account management, or implementation experience in a high volume environment
  • Excel at talking to a large number of accounts on a daily basis
  • Proficient in streamlining our touchpoints with customers and ensuring that customers receive the highest quality deliverables with the most efficiency possible
  • A strong, charismatic personality - one part technical expert, one part coach, and one part project manager
  • Proven record of ensuring customer satisfaction through onboarding excellence including inspiring, educating/training, driving adoption, managing stakeholders, and influencing the customer
  • Ability to crank through back-to-back calls, for back-to-back weeks, and back-to-back months
  • Experience building trust and developing client relationships remotely
  • History of figuring out ways to work more efficiently at scale with a large number of accounts
  • Experienced in SalesForce data schema and configuration
  • Project management expertise with a proven ability to track time and coordinate schedules
  • Ability to understand deep technical aspects of a product and educate others using simplified explanations
  • Ability to maintain a positive attitude and calm demeanor, especially in escalated circumstances
  • Skilled in transforming customer vision into actual results within the product
  • Proven self-starter and ability to come up to speed on complex, difficult concepts with minimal assistance
  • Demonstrated excellent written and verbal communication skills
  • Track record of working with customers in the scale space of 5 - 50 employees
  • You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other’s back no matter what, we’re one with our customers, and we find strength in diversity and inclusion

Preferred Qualifications

  • Thoroughly understands the challenges an organization faces when implementing a new technology and how to help them manage change
  • Familiar with common sales tools (SFDC, DiscoverOrg, RingCentral) as well as Sales Engagement Platforms
  • Ability to strongly negotiate with a customer regarding strategy, based on learnings and best practices
  • Enjoys “getting their hands dirty” and solving the smallest problems our customers have

Why You’ll Love It Here

• 100% medical, dental, and vision coverage for full-time employees

• Unlimited PTO (and people actually use it!)

• 401k to help you save for the future

• Company-organized and personal paid volunteer days to support the community that supports us

• Fun company and team outings because we play just as hard as we work

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)

• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents

• Employee referral bonuses to encourage the addition of great new people to the team

• Plus, unlimited snacks and beverages in our kitchen

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Location

Our Lower Queen Anne office is located along the beautiful Elliott Bay waterfront north of Belltown, near Myrtle Edwards Park.

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