The Role

Outreach is a leader in sales engagement software and one of the fastest-growing technology companies in the country. As a leader in the industry, we expect the Customer Success (CS) Operations Specialist to work alongside the Revenue Operations team to assist our CS team (including professional services) to execute processes efficiently and effectively. The CS Operations Specialist engages and supports our CS processes and strategies throughout the customer lifecycle; with primary focuses on customer Onboarding to Adoption, Impact to Expansion, and Renewal. We are looking for someone who is a quick learner and passionately understands SaaS CS motions, CRM systems, and has a genuine interest in supporting a growing CS organization. The ideal candidate thrives in fast-paced environments, finds excitement in creative and scalable problem solving, and has a bias for action and outcomes.

This position is based in Seattle and reports into the Revenue Operations team. The RevOps team is focused on supporting and scaling Outreach's revenue funnel with scalable processes, role-based enablement, the right toolset and by providing relevant business insights.

Key Responsibilities include, but are not limited to:

• Assist Customer Success Managers with their quote to order process for both renewal and expansion, to ensure accurate tracking of order information
• Collaborate with the Customer Success and Business Intelligences & Analytics teams to proactively identify gaps, needs and propose solutions across processes, systems, and data
• Provide front-line support for Customer Success related questions and inquiries
• Drive towards simple, scalable process-solutions to day-to-day problems
• Ability to organize, prioritize and produce ad hoc reports and dashboards and deliver actionable insights at both the Customer Success Manager and leadership level; accelerate information-to-action at scale
• Drive process improvement, training, adoption, and effectiveness at every level of our Customer Success process

Basic Qualifications

• Minimum 2+ years in a Business/Customer Success/Success Operations or similar role
• BS/BA or equivalent combination of knowledge and experience
• Demonstrable knowledge and understanding of sales and customer success disciplines
• Excellent analytical thinking and problem-solving skills; able to breakdown ambiguous problems into concrete, manageable components and think through optimal solutions
• Solid verbal and written communication skills, and highly organized; project planning and operational execution skills a plus
• Solid functional understanding of Salesforce.com CRM; strong experience with creating and maintaining reports and dashboards; SFDC admin certification preferred
• Ability to balance sharp focus on measurable outcomes with deep and genuine empathy for people, customers, and the business
• Flexible team-player with an ability to work in a cross-collaborative environment and partner with diverse personalities
• This is a hands-on position; the ideal candidate must be willing to “roll up one’s sleeves”
• Solid understanding of the tech industry and the SaaS world
• Knowledge or experience with Outreach is a plus

Why You’ll Love It Here

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

• 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 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