Practice Manager, Strategic Programs (Professional Services) at Outreach

| Seattle
Sorry, this job was removed at 4:07 a.m. (PST) on Saturday, May 1, 2021
Find out who's hiring in Seattle.
See all Operations jobs in Seattle
The Role
 
As a Practice Manager, Strategic Programs on the Professional Services Team at Outreach, you’ll have an opportunity to lead the strategic programs team and services delivery for new go-to-market offerings and pilot implementations. You’ll initially serve as a player/coach overseeing the development of methodology, strategy, and lead key strategic and enterprise implementations in a program/project management capacity. You’ll ensure a customer’s experience, onboarding and adoption are exceptional, and pilot implementations result in new logo acquisitions and expansion opportunities. You will work with multiple teams within Outreach to ensure that there’s a well-documented methodology, enablement, and strong adoption for all new offerings and pilots. You’ll partner with the sales and services sales teams to position and assist with the scoping of new offerings and pilots. Outreach is a fast-growing business and this role is pivotal to our continued success.

Reporting to the Practice Director, North America, responsibilities of this role will include:

  • Lead the strategic programs and services delivery for new go-to-market offerings and pilot implementations
  • Serve as the leader of our strategic programs team, overseeing the development of methodology, strategy, and lead key strategic and enterprise implementations in a program/project management capacity.
  • Anticipate program needs, align program goals & timelines, & partner cross-functionally with other Outreach teams (e.g. Product, Engineering, Marketing, Sales, Customer Success) towards on-time and successful project execution
  • Help build and enable the team to support massive scale and growth in new business and expansions
  • Lead the development and adoption of the methodology necessary to support the services delivery of new products, verticals, and pilots with a core focus on customer transformation and long-term adoption
  • Measure the effectiveness and adoption of new implementation methodologies
  • Partner with the sales and product teams to align service capacity and delivery requirements to support growth in new products, industries, and pilot implementations
  • Assist in the execution of success criteria for pilot implementations, measured by expansion beyond the pilot period and new logo acquisition. 
  • Partner with sales and solutions architects on the definition, scoping, and positioning of new go-to-market service offerings 
  • Work with the team to ensure proper project planning, on time delivery, and high quality project/program management
  • Partner with Sales and Services Sales teams to aide in scoping and custom delivery needs where needed
  • Support new team member onboarding through mentoring, coaching and on the spot training as needed
  • Provide active coaching, development and feedback to the team
  • Set a strong example of alignment with the Outreach values
  • Help ensure the team provides critical data each week such as updated project plans, time tracking, execution of change orders, execution of customer sign-offs, 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
  • Work with Support and Product teams to ensure customer feedback is captured and realized
  • Meet with key customer points of contact to help drive value, retention, and adoption from day one. Serve as Project Sponsor and lead Project Steering Committee
  • In partnership with the Resource Coordinator, analyze the team’s workload to ensure adequate staffing and practice development
  • Collaborate with Professional Services Leadership to grow the strategy and the team
  • Provide an exceptional onboarding experience to all customers and customer stakeholders

Experience you’ll need:

  • 6+ years of experience in business consulting or program management
  • 2+ years of experience leading consulting, implementation, and/or go-to-market teams
  • Knowledge and understanding of the sales process and go-to-market strategies
  • Ability to create and build service teams focused on the delivery of successful implementations
  • Experience building a cohesive and collaborative team focused on driving customer outcomes
  • A proven track record of improving processes, methodologies, programs or frameworks that improved team performance and customer outcomes
  • Proven examples of developing thought leadership in the areas of business process improvement
  • Experience within SaaS application project delivery that support large scale enterprise & strategic markets
  • Experience in setting and measuring KPIs and results
  • Experience creating and positioning service offerings
  • Proven ability to influence change within customer organizations
  • Mix of business and technical acumen with the ability to align technology to business outcomes
  • Strong interpersonal skills, presentation skills and program management
  • Experience developing the skills of the team through coaching, feedback, and reviews
  • A strong understanding of the SaaS industry and B2B Sales
  • Experience with financial service industry in a customer facing role is a plus
  • Proven ability to influence change within customer organization
  • Ability to maintain a positive attitude, especially in escalated circumstances
  • A proven self-starter with the ability to come up to speed on complex, difficult concepts with minimal assistance
  • Superb written and verbal communication skills
  • Ability to travel regularly

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

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

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
More Jobs at Outreach99 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
Internships
Marketing
Operations
Product
Project Mgmt
Sales
Content
Marketing
new
Seattle
Sales
new
Seattle
Operations
new
Seattle
Sales
new
Seattle
Finance
new
Seattle
Operations
new
Seattle
Design + UX
new
Seattle
Internships
new
Seattle
Design + UX
new
Seattle
Project Mgmt
new
Seattle
Operations
new
Seattle
Operations
new
Seattle
Finance
new
Seattle
Data + Analytics
new
Seattle
Sales
new
Seattle
Sales
new
Seattle
Developer
new
Seattle
Operations
new
Seattle
Operations
new
Seattle
Operations
new
Seattle
Finance
new
Seattle
Content
new
Seattle
Developer
new
Seattle
Project Mgmt
new
Seattle
Content
new
Seattle
Data + Analytics
new
Seattle
Finance
new
Seattle
Operations
new
Seattle
Data + Analytics
new
Seattle
Finance
new
Seattle
Operations
new
Seattle
Content
new
Seattle