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