Our success is dependent on building teams that include people from different backgrounds and experiences who can challenge each other’s assumptions with fresh perspectives. To that end, we look for a diverse pool of applicants including those from historically marginalized groups — women, people with disabilities, people of color, people who are lesbian, gay, bisexual, transgender, and/or gender nonconforming, first and second generation immigrants, veterans, and people from different socioeconomic backgrounds.

The Role 

Reporting to the Practice Manager, the Managed Services Consultant will be responsible for the day-to-day delivery of managed service and optimization efforts with Outreach’s most valuable and invested customers in the Enterprise and Strategic segment. This person should strive for quality and excellence in all aspects of managed services, aiming for long-term customer satisfaction with increasing levels of adoption and user outcomes. Passionate about customer interaction, and “becoming one with your customer”, you consider yourself a Sales Engagement leader who takes a consultative and strategic approach to all engagements. 

About The Team

The Professional Services team is made up of leading experts on Outreach, CRM, and leading sales technology who bring innovation to implementation each and every day. As a vital part of our customer success ecosystem, the managed services consulting team ensures our customers utilize Outreach to the fullest potential while adhering to best practice throughout their post-implementation journey.

This can be a remote position or based in Seattle, Atlanta or NYC.

Your Daily Adventures Will Include

• Manage and optimize configuration of onboarded Outreach customers, to ensure their continued success with the Outreach platform
• Identify platform gaps, and optimization opportunities; designing and configuring the appropriate solution, so that client expectations regarding platform use cases and functionality are fulfilled
• Maintain platform relevancy according to changes in business needs
• Ensure that all client admins are trained, educated, and up to date on platform use, best practices, and functionality
• Provide oversight on any additional enablement or services packages needed to be in line with current and future client needs or business requirements
• Ensure that every client derives the most value possible from the Outreach platform
• Ensure all customer information is well documented and managed, allowing for flawless handoff between teams and resources
• Assist the Sales and Success Teams in providing insight to client health, and working to win new business and/or grow existing accounts
• Relentlessly drive to understand customers and their problems deeply – better than they know themselves!
• Influence all levels of leadership ranging from analysts to C-Level executives at global organizations
• Develop a proficiency in the product capabilities, and sales process best practices including a deep technical knowledge of the product
• Contribute to defining and refining the initiatives, methodologies, assets, and programs within Professional Services
• 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

• 4-5 years of experience in a technical, customer-facing role for medium to large scale business, preferably in the SaaS space
• Excellent written and verbal communication skills
• Strong technical background with advanced computer skills
• Ability to work independently and as a member of a team
• Experience building trust and developing client relationships while being remote
• Strong communication and confident presentation skills
• Ability to work effectively under tight deadlines and juggle several assignments simultaneously
• Passion for solving client challenges and commitment to client delight
• 4-year college degree or equivalent
• History of improving processes, methodologies, programs or frameworks that improved team performance
• Track record of working with customers ranging from SMB to Enterprise level and everywhere in between
• Skilled in transforming customer vision into actual results within a product
• Proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance
• Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• 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

• Knowledge and passion for sales processes such as Lead Generation, Pipeline Management and KPIs
• Familiar with common sales tools (SFDC, DiscoverOrg, RingCentral) as well as Sales Engagement Platforms
• Experience with the Software Delivery Lifecycle or implementation of applications
• Proficient in coaching others in Sales Process best practices
• Proficient in techniques used to learn a customer’s business strategy, process, and solutions
• Experience delivering Managed Services at a software company

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 Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans

• 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