Customer Success Advisor
The Role
You’ll have an opportunity to join the front lines of the emerging discipline of Customer Success within a company that is moving equally as fast. In combination with stellar technology and process, the people that will drive long-term success and adoption are the Customer Success Advisors (CSAs). The CSAs are the essential advocates by which inbound and outbound activities occur between the customer and Outreach as a whole. CSAs must ensure satisfaction and adoption. Success is measured both on the individual level (response times, customer satisfaction and quality of responses) and also the team level with account engagement and adoption. Your #1 goal is to help your customer. You’re a natural leader, and you see yourself growing as our team expands.
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 customer facing teams are at the core of Outreach. We focus on driving real business impact for customers, not just supporting the technical specs of our product. CSAs are expected to coach customers to optimize their sales strategy to take advantage of best practices. We’re one of the largest teams at Outreach and we work to connect cross-functional stakeholders from product, marketing, and even engineering with customers. The ownership is tangible on this team - our customers’ pain is our pain and their win is our win.
Your Daily Adventures Will Include:
- Being bold in communicating best practices to customer
- Advising customers to success based outcomes
- Striving for greatness, knowing that teamwork is the way to get there
- Working collectively to increase adoption across the segment of customers
- Comprehending trends and working within a proactive consultative success model
- Developing a proficiency in the product capabilities and sales process best practices
- Relentlessly pattern recognizing the requests of our customers
- Surfacing learnings to improve our 1:many offerings across the company
- Driving problems to resolution with minimal assistance
- Thinking critically about how we are solving customer pain
- Consistently curating materials for the customer use case
- Cross collaborating with many other internal teams
Basic Qualifications:
- 3-5 years of solid experience in a technical, customer-facing role for medium to large scale businesses in a similar industry
- Experience building trust and developing client relationships while remote
- Experience working within a queue model
- Excellent at managing a high volume of customers and their respective priorities
- Ability to recall product features and can spontaneously discuss benefits as it pertains to a customer’s business
- Understands how to build loyalty on a transactional basis
- Ability to maintain a positive attitude, especially in escalated circumstances
- Proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance
- Proficient in basics of Salesforce data schema and configuration
- Zendesk experience preferred
- Outreach exposure preferred
- Experience with SaaS applications
- Demonstrates excellent written and verbal communication skills
- Knowledge of sales processes such as Lead Gen, Pipeline Management, and KPIs
- You embody our core values. We are hungry craftspeople. We have grit. We are honest. We take ownership. We have each other’s backs no matter what. We’re one with our customers. We find strength in diversity and inclusion.
Preferred Qualifications:
- Training / certification in Salesforce or other CRM is a bonus
- Experience with the Software Delivery Lifecycle or implementation of applications
- Proficient in coaching others on sales process best practices
- Proficient in techniques used to learn a customer’s business strategy, process, and solutions
Why You’ll Love It Here
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• Flexible time off
• 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 (or virtual events these days!) because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Womxn'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 (once we're back in the office, that is!)
• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status
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