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VP, Professional Services and Training

| Seattle
The Role
 
The Vice President of Professional Services and Training is responsible for managing the team of Project Managers, Consultants, Trainers and Curriculum Developers that work with our customers to understand, implement and optimize the Outreach solution.
 
Outreach Professional Services and Training is focused on programs that educate, enable and grow adoption of the Outreach solution. This helps create successful customers from the initial deployment of the solution through the entire customer lifecycle. This role will be critical in helping define the strategy and managing the team to execute the strategy.
 
This role reports to the SVP of Customer Success team and is part of the Customer Success Leadership Team. This leader will work cross functionally with other parts of the business including Sales, Marketing, Customer Success, Support, Sales Ops and Product.

Your Daily Adventures Will Include

  • Growing, managing and operationalizing the Professional Services and Training departments for Outreach
  • Developing and leading a high performing Professional Services and Training team
  • Developing and implementing programs, packages, tools and templates that create scale for the Professional Services and Training programs
  • Working with sales and success leadership to position Professional Services and Training in the sales cycle
  • Managing to revenue, margin and sales goals
  • Developing a strategy for online training, classroom style training and one to one training
  • Growing and developing delivery and training partners to create an ecosystem of delivery professionals as well as a subcontracting capacity
  • Ensuring that customers are fully adopting the Outreach system by assisting them in the implementation of new features and functions as well as the change management of those functions
  • Serving as an Executive Sponsor and key stakeholder on critical projects
  • Working closely with our partners to ensure successful Outreach deployments
  • Developing a Partner Quality Assurance function that allows for the monitoring of quality for professional services
  • Participating in the sales cycle for major accounts to represent Outreach Professional Services and ensure the proper positioning and selling of Professional Services
  • Serving as the escalation point for resolving customer contractual, implementation and ongoing issues
  • Contributing to the strategic direction of the Customer Success organization through leading and participating on internal initiatives
  • Working with Success operations to develop and grow a delivery methodology
  • Encouraging high standards of performance and inspiring others to define new opportunities and continuously improve the organization
  • Creating and fostering a team environment that encourages people to take risks and do their best

Basic Qualifications

  • 10+ years managing fast-paced, enterprise Professional Services teams. Enterprise SaaS company experience strongly preferred
  • Previous experience as a manager of direct reports
  • Ability to attract, retain and develop a high-performing team of direct reports
  • Experience in quickly building and growing teams from small to very large
  • Experience in leading teams in other post sales leadership roles such as Customer Success, Technical Support or Account Management
  • Able to synthesize data and analytics to formulate sound program objectives and goals
  • Problem solver who loves solving complex problems at scale
  • Strong empathy for the customer and the ability to grow revenue
  • Excellent communication skills, both written and verbal, as well as excellent organizational skills
  • Effective interdepartmental communication skills
  • 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
  • Ability to travel approximately 50%

Preferred Qualifications

  • Knowledge and understanding of Sales as a discipline
  • Aptitude and passion for technology and software products/platforms
  • Bachelor’s Degree and/or equivalent, professional training, and/or certifications preferred
  • Completed leadership training 

Why You’ll Love It Here
• 100% medical, dental, and vision coverage for full-time employees
• Unlimited PTO (and people actually use it!)
• 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 because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women'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

Read Full Job Description

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

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
Outreach offers amazing groups such as OWN (Outreach Women's Network), Gals & Sals, and a Diversity & Inclusion committee that offer networking and development opportunities, and host fun events.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Diversity manifesto
Health Insurance & Wellness Benefits
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.
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
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
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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