Program Manager, Success at Outreach

| Seattle
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The Role
This Success Program Management role will be responsible for orchestration of our internal Outreach instance across our post-sales business units. In this role, you’ll partner with stakeholders and subject matter experts to optimize how Success is leveraging the Outreach platform internally, while driving outcomes across the associated workstreams. We’ll rely on your expertise around Success best practices and Outreach workflows to ensure that our customer-facing reps are leveraging the Outreach platform to transform their operating rhythm.

Who You Are

  • You deeply understand the challenges and opportunities post-sales reps encounter as they manage their books of business. You’re passionate about uncovering more efficient ways to achieve outcomes leveraging the tools and resources at hand.
  • You are adept at translating ambiguous problem statements into crisply framed challenges and actionable milestones.
  • You understand how your stakeholders make decisions. You’re skilled at facilitation and negotiation, building consensus across stakeholders at varying levels. 
  • You’re a collaborator who works cross-departmentally to achieve outcomes. You have partnered closely with sales, success, operations, enablement, and data teams on programs or projects.
  • You’re an effective communicator who prioritizes quality of work and successful outcomes over ego. You’re an influencer due to the credibility of your results.
  • You’re obsessed with risk mitigation, change management, prioritization, and driving interconnected workstreams.
  • You’re an explorer, always seeking new ways to build and maintain healthy programs.
  • You have proven experience in high growth SaaS companies and demonstrable experience in having “built it before.”

What You’ll Own

  • Design, development, and adoption measurement of CSM workflows in Outreach, including feedback loops with reps and stakeholders to consistently iterate on how we can improve our user experience
  • Improved information architecture for post-sales Outreach content, including development of an audit cadence, facilitation of SME content committee, and prioritization of incoming content requests
  • Track and frame key dependencies to Success Strategy leadership, providing program-specific context for feedback loops with our business partners (BI, Product, Rev Ops, Enablement, etc.), and monitor progress across the portfolio of requests
  • Alignment and feedback loops with Marketing business partners (Product Marketing and Lifecycle Marketing) to inform development of customer-facing resources and offerings
  • Partnership with enablement to ensure post-sales reps are onboarded, regularly updated, and measured on successful adoption of internal workflows
  • Regular reporting cadence to senior leadership on adoption metrics, content usage, and prioritized asks of the business 
  • Subject matter expertise on “how Outreach does it” to develop and improve customer-facing resources leveraged by our reps
  • Ownership of ad hoc projects, as needed, related to our “Outreach on Outreach” initiatives
  • Contribution to ongoing development of Success Programs Team charter and methodologies to ensure we are modeling a PMO center of excellence.

Basic Qualifications

  • 3-5+ years of program or project management experience across Sales or Success organizations, preferably within a B2B SaaS or subscription business environment. 
  • Demonstrable experience managing programs or projects in a complex and ambiguous environment
  • Ability to develop program plans that are measurable and drive measurable outcomes
  • Deep understanding of Sales and Customer Success business cycles and guiding principles
  • Experience scaling motions across post-sales teams that manage various segments of a customer base
  • Problem solving capabilities that combine long-term strategic thinking with day-to-day execution 
  • Passion and enthusiasm around organizational excellence and attention to detail
  • Ability to build strong relationships and lead through influence across multiple teams and levels
  • History of improving processes, methodologies, programs or frameworks that increased team performance
  • 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.

Preferred Qualifications

  • Experience optimizing Success motions such as onboarding, adoption drivers, one to many enablement, renewals, and expansions
  • Familiarity with the Outreach platform, including a working knowledge of product capabilities, workflows, and troubleshooting techniques

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 stand up
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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