Manager, CSE at Outreach

| Seattle
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The Role
As the Manager of Customer Success Engineering you will lead and manage a team of Customer Success Engineers (CSEs) who are focused on driving technical implementation and optimization of Outreach features and best practices in order to advance each Account's strategic business initiatives. This is a demanding role that relies on a mindset of customer-obsessed advocacy, intense curiosity, and a focus on inspiring teamwork. We expect you to lead by example and empower your team to deliver phenomenal customer results. This is a "working manager" position, meaning, you will help to recruit and mentor team members, assist with finding solutions to everyday customer success engineering needs, and lead efforts internally to reduce the technical friction our customers experience. In addition, you will collaborate with other managers in Customer Success to ensure the overall customer experience is always positive and seamless. 

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 entire Customer Success team is at the core of Outreach.
The CSE is the arm of the Customer's Success Team that is focused on driving technical implementation and optimization of Outreach features and best practices in order to advance the Account's strategic business initiatives. They partner with the CSM, Technical Support team, and Product team to make a cohesive and positive technical experience for the customer -- this includes assistance with implementing new technical features, optimizing current technical features, aggregating feedback about product to advocate and inform the Product team, managing the customer experience through large scale technical issues, and problem solving and/or mapping new or desired workflows.

Your Daily Adventures Will Include

  • Being a subject matter expert on Outreach -- in both technical and sales strategies domains -- and acting as a trusted technical advisor to both customer stakeholders and internal teams
  • Working with your CSE team to solve complex technical issues, and create innovative workarounds and solutions to map Outreach to customer’s unique business needs
  • Aggregating technical trends across customers to provide deeper customer insights to the greater Outreach Team
  • Collaborating with the product management and development organizations to channel client feedback & solutions into future releases of the Outreach product suite
  • Serving as a point of technical escalation for customer issues, and working directly with customers, CSEs, CSMs & Support to ensure resolutions are met
  • Analyzing key performance indicators, leveraging tools such as SalesForce.com, Gong, Outreach and Tableau, to gauge overall CSE impact on customer health 
  • Provide active coaching, development, and feedback to CSEs 
  • Provide technical training opportunities for CSEs, CSMs, and other technical teams
  • Collaborate across various technical teams at Outreach to ensure best practices are standardized and tribal knowledge is shared and documented
  • Assist with and inform on staff compensation, hiring, and promotions
  • Be a part of the Success management team and collaborate with the other leaders of the organization to grow the strategy and the team

About You: Skills & Atttributes

  • Technical -- You learn complex concepts with minimal assistance. You are also able to translate customer use cases and business goals into brilliant technical solutions. 
  • Analytical -- You are able to spot trends, analyze data, and determine impact. You have a proven track record in setting and measuring team KPIs and driving to results.
  • Inquisitive Problem Solver -- You have a history of improving processes, documentation, and programs that improved team performance
  • Flexible -- You can easily context-switch between multiple intricate work streams and thrive in a fast-paced environment
  • Excellent Communication Skills -- You are able to communicate and present advanced technical solutions effectively to technical and non-technical stakeholders
  • Client-focused attitude — You are an empathetic customer advocate and want to ensure every experience the customer has with your solution is positive
  • Organized -- You document process, build technical resources and guides, and are able to keep focused and prioritize projects
  • Collaborative Coach -- You are people-first in your management style and are willing to get your hands dirty and lead-by-example. You are an active coach and are constantly helping your team uplevel for the benefit of their career as well as the customer’s experience. 

Required Qualifications

  • 7+ years of experience in customer success and/or solutions consulting
  • 5+ years of experience in enterprise SaaS applications that support a large scale business process
  • 3+ years as a manager with direct reports
  • Exposure to Sales Engagement or Marketing Automation tools or platforms that interface with CRMs. Strong preference to candidates with Outreach experience.
  • Technical knowledge of Salesforce.com or Microsoft Dynamics. Strong preference to candidates who are admin certified.
  • Experience in sales strategy, with knowledge of sales processes such as lead generation, pipeline management and KPIs. 
  • Experience with tool stack that Sales teams typically use, specifically those that integrate directly with Outreach
  • Travel up to 25%

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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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.
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
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