Director of Enterprise Technical Support at Outreach

| Seattle
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The Role 

The Director of Enterprise Support is a strategic owner of our enterprise support offering that delivers against Enterprise customers technical needs. This leader will develop a team of technical product experts that partner deeply with Account teams and professional services across the lifecycle of designated accounts. This leader is a builder - of teams, of differentiated value and critical partnerships across Outreach and within customer accounts. 

As your team of Technical Account Managers (TAMs) own all aspects of a customer’s post sale technical needs (from troubleshooting, enhancement requests, bugs, campaign or initiative readiness), you are able to recognize patterns, elevate product needs, identify process improvements, establish training to develop a best in class team and partner across Services and Success to position additional training or services as needed.

Your Daily Adventures Will Include

  •  Partnering across Outreach to ensure the positioning of and Engagement with the TAMs and the TAMs engagement with Enterprise accounts is clear, valuable and differentiated
  • Collaborating with Sales to position offering and otherwise participate in prospect calls
  • Acting as point of escalation and support for TAMs and their designated accounts
  • Partnering with Operations to ensure the team has the training, tools and communication vehicles to surpass customer expectations
  • Collaborating with Services on account handoffs and re-engagements
  • Partnering with the Account team on technical support questions, preparation for EBRs or other Executive / Customer meetings
  • Creating staffing solutions for enterprise 24x5 global support organization
  • Providing oversight & direction of processes and activities, including evaluation, prioritization, work status, service goal reporting, and SLA monitoring
  • Ensuring a connected, motivated and performance driven team who understand their mission and the importance of what they do daily and how to do it. 
  • Manage escalations and be available at off work hours as needed
  • Create a fun working environment for the team

Basic Qualifications

  • 5-8+ years managing fast-paced, high-volume, customer service teams supporting a technical software product
  • Experience with Enterprise customers in a SAAS business 
  • Excellent decision making and problem-solving capability in a very fast-paced environment
  • Excellent communication skills, both written and verbal, as well as excellent organizational skills
  • Effective interdepartmental communication skills
  • Lead by example to provide a fun, engaged work environment
  • Ability to grow, coach, and mentor employees
  • Technical acumen
  • And the ability to manage up, across and down the organization

Preferred Qualifications

  • Knowledge and understanding of Sales as a discipline Knowledge of Salesforce and other sales solutions Knowledge of support ticketing system Aptitude and passion for technology and software products/platforms
  • Bachelor Degree and/or equivalent, professional training, and/or certifications; other leadership training ideal

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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • Elixir Languages
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • MySQLDatabases
    • RedisDatabases

Location

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

What are Outreach Perks + Benefits

Outreach Benefits Overview

At Outreach, we believe in taking care of our employees as whole people, and our benefits and perks reflect that value. We offer benefits and perks such as flexible time off, a 401k to help save for the future, employee resource groups, and Diversity, Equity, and Inclusion trainings. Our wellness benefits include a generous medical, dental, and vision package for full-time employees and their dependents, access to our EAP (Employee Assistance Program), mental health supports, and FSA and DCFSA options. For new parents, we offer 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.

Culture
Volunteer in local community
Outreach organizes quarterly events for employees to volunteer together in the community. We also offer paid time off for volunteer days.
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Outreach's leadership team is highly diverse, reflects our commitment to diversity and inclusion, and is focused on continuous improvement of our DEI initiatives.
Unconscious bias training
We offer DEI trainings to help facilitate understanding of issues surrounding equity and inclusion, including unconscious bias.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Employee Resource Groups such as Outreach Womxn's Network (OWN) and others that exist to support employees from underrepresented populations are supported from the top down at Outreach.
Hiring Practices that Promote Diversity
Outreach provides training to encourage diverse hiring and the Recruiting Team is constantly searching for innovative ways to reach a diverse population of candidates.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
All employees receive a basic life insurance plan at the $100,000 level. Employees can elect voluntary life insurance if they would like additional coverage beyond the $100,000 level.
Wellness Programs
Outreach's EAP (Employee Assistance Program) offers free, confidential counseling, 24-hour crisis telephone counseling, addiction support, etc.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Outreach provides flexible start and end times, as well as flexible Friday schedules.
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Outreach offers unlimited PTO.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Outreach offers unlimited PTO.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
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