The Role

Reporting to the Sr. Manager, Shared Services, the Practice Manager, Managed Services will be responsible for the day-to-day management, optimization, and results of the Outreach managed services team. 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. 

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.

Your Daily Adventures Will Include:

• Manage day-to-day operations/project delivery within the Managed Services & Optimizations Practice
• Help build the practice and team to support a growing managed services landscape
• Ensure the team is delivering customer projects in alignment with the Outreach methodology - with a core focus on customer transformation and long-term adoption
• Expand, refine and optimize our managed service and optimization methodology and offerings
• Work with the team to ensure proper project planning, on time delivery, & high quality consulting
• Monitor team performance and KPIs, making adjustments as needed to ensure outstanding results
• Partner with Sales and Services Sales teams to aide in scoping and custom delivery needs where needed
• Partner with Operations and Services Sales teams to ensure our ‘off-the-shelf’ packages meet the needs of our customers
• Work with other leaders to ensure adequate coverage of projects across regions and to share best practices
• Provide active coaching, development and feedback to the team
• Set a strong example of alignment with the Outreach values, and provide open, constructive feedback to your team
• Help ensure the team provides critical data each week such as updated project plans, time tracking, execution of customer signoffs, and reporting of other key milestones
• Serve as a point of escalation on at risk projects
• Ensure timely resolution of risks across the team; compiling broader trends to share cross-functionally as appropriate
• Meet with key customer points of contact to help drive value, retention, and adoption from day one
• Contribute to defining and refining the initiatives, methodologies, assets, and programs within Professional Services

Basic Qualifications

• 10+ plus years of experience in a related field (managed service delivery, implementations, project management, SaaS, consulting)
• Experience leading people and teams
• Experience building a cohesive and collaborative team focused on driving customer outcomes
• Ability to work with key technical leads in a vendor capacity
• Understanding of and experience in sales strategy
• Proven ability to influence change within customer organizations
• Experience within SaaS applications that support large scale business processes
• Experience in helping direct reports improve through coaching, feedback, and reviews
• Experience in setting and measuring team KPIs and results
• A proven track record of improving processes, methodologies, programs or frameworks that improved team performance
• Ability to maintain a positive attitude, especially in escalated circumstances

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