Our success is dependent on building teams that include people from different backgrounds and experiences who can challenge each other’s assumptions with fresh perspectives. To that end, we look for a diverse pool of applicants including those from historically marginalized groups — women, people with disabilities, people of color, people who are lesbian, gay, bisexual, transgender, and/or gender nonconforming, first and second generation immigrants, veterans, and people from different socioeconomic backgrounds.

As a Project Manager on the Professional Services Team at Outreach, you’ll have an opportunity to be the face of the Company to our customers during onboarding. You’ll ensure a customer’s project experience, onboarding and setup are exceptional. You will work with multiple roles within the Outreach Services team to ensure well-executed and on-time projects. This role, you will own the project planning, asset coordination, risk management, ongoing executive alignment, internal team communications and project budget. Outreach is a fast-growing business and this role is pivotal to our continued success. 

This position can sit remote in the West region and will reports to the Practice Manager, West.

Your Daily Adventures Will Include:

• Develop and oversee complex Corporate & Enterprise implementation projects from sales through customer success transition
• Collaborate with customers and internal team members to prepare and manage objectives, metrics, scope, project plan, timeline, budget and resource plan for Outreach implementation projects using established methodology
• Demonstrate project management excellence including the ability to keep stakeholders on track, manage issues and risks through resolution, ensure milestones are met, and securing customer sign off at project completion
• Lead proactive project execution by anticipating project needs, align project goals & timelines, & ensure cross-functional collaboration to drive on-time and successful project execution
• Ensure effective, audience-appropriate and transparent communication within teams, across teams, and within sub-teams
• Review & report team and functional progress against agreed project to key Executive stakeholders, project team members, and customer points of contact on a weekly basis
• Manage an effective transition of requirements to the delivery team, ensuring a clear and complete understanding of requirements and purchased scope
• Ensure all customer information is well documented and managed, allowing for flawless handoff between teams and resourcesIdentify critical path activities and proactively incorporate mitigation strategies across the project scope
• Provide an exceptional onboarding experience to all customers and customer stakeholdersInfluence customer leadership to ensure open communication and successful project delivery
• Provide strategic insights and information to customers during 1:1 sessions, consulting them on how to best transform their organization and become champions on their team
• Relentlessly drive to deeply understand customers, their stakeholders, and their problems 
• Drive problems and roadblocks to resolution with minimal assistance
• Help ensure successful adoption of the product at and immediately following go-live
• Work with Support and Product teams to ensure customer feedback is captured and realized
• Develop proficiency in the product capabilities, and sales process best practices 
• Contribute to defining and refining the initiatives, methodologies, assets, and programs within the Professional Services team

Basic Qualifications:

• Bachelor’s degree Minimum of 3-5 years of experience in a project management role, preferably in the SaaS space
• Experience working in a lead role including aligning many team members & customer teams
• Proven record of ensuring customer satisfaction through onboarding excellence including inspiring, educating/training, driving adoption, managing stakeholders, and influencing the customer
• Experience building trust and developing client relationships both in person and remote
• History of improving processes, methodologies, programs or frameworks that increased team or customer performance
• Proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance
• Ability to understand deep technical aspects of a product and educate others using simplified explanations
• Skilled in transforming customer vision into actual results within the product
• Ability to maintain a positive attitude and calm demeanor, especially in escalated circumstances
• Ability to lead through influence
• Demonstrated excellent written and verbal communication skills
• Proficient in Executive communications and high level strategic debriefs
• Experience with PM/PSA tools such as Microsoft Project or FinancialForce
• Experience with SaaS applications, custom development, and consulting
• 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

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