Senior Professional Services Consultant, Strategic Programs

| Seattle
The Role
 
As a Sr. Professional Services Consultant on the Strategic Programs Team in Professional Service at Outreach, you’ll have an opportunity to be the face of the Company to new organizations who have just purchased pilots and implementation services. You’ll ensure a customer’s initial onboarding and setup are exceptional, value is immediately recognized, and pilots yield new logo acquisition. You will educate our customers on the benefits and features of our product, inspire their organization, and maximize their success on the platform through strong adoption and adherence to best practices. As a Sr. Professional Services Consultant you will work with multiple teams within Outreach to ensure that a customer’s journey is well documented and that handoffs between teams are seamless. Outreach is a fast-growing business and this role is pivotal to our continued success.

This position reports to the Strategic Programs Lead and is characterized by the following responsibilities...

Daily Adventures:

  • Work as the initial main point of contact with Outreach’s premier customers after a sale is complete for pilots and new go-to-market offerings
  • Partner with the sales and services sales team to contribute to the scoping and development of new offerings
  • Partner cross-functionally to understand new products and verticals going to market, their positioning, and be fully proficient in the configuration requirements
  • Provide ongoing feedback to the cross-functional teams to support the development and execution of new offerings
  • Deliver successful pilot implementations meeting the required success criteria, measured by services expansion beyond the pilot period and new logo acquisition
  • Contribute to the definition and development of the methodology associated with pilots, new product and new vertical implementations
  • Provide an exceptional onboarding experience to all customers and customer stakeholders, ensuring an on-time delivery
  • Advise on definition and development of best practices that drive successful adoption
  • Provide strategic insights and information to customers, consulting them on how to best transform their organization and become champions on their team
  • Relentlessly drive to understand customers, their stakeholders, and their problems deeply – better than they know themselves!
  • Work with existing customers who purchase additional services post-launch including expansions
  • Ensure all customer information is well documented and managed, allowing for flawless handoff between teams and resources
  • Demonstrate project management excellence including the ability to keep stakeholders on track, manage risks, ensure milestones are met, and securing customer sign off at project completion
  • Help ensure successful adoption of the product at and immediately following go-live
  • Influence all levels of leadership ranging from analysts to C-Level executives
  • 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 including deep technical knowledge of the product
  • Drive problems and roadblocks to resolution with minimal assistance

Basic Qualifications:

  • Bachelor’s degree 
  • Minimum of 5 years of experience in a consulting and/or project management role in the SaaS space
  • Experience working with strategic and enterprise customers on in a customer facing capacity
  • 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 performance
  • Experience driving change within an organization with proven change management strategies
  • Project management expertise with a proven ability to deliver on time and on budget
  • Ability to understand deep technical aspects of a product and educate others using simplified explanations
  • Ability to maintain a positive attitude and calm demeanor, especially in escalated circumstances
  • Skilled in transforming customer vision into actual results within the product
  • Proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance
  • Experience with SaaS applications, custom development, and consulting
  • Demonstrated excellent written and verbal 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

Preferred Qualifications:

  • Experience in a sales related function 
  • Passion for designing processes that scale across the Professional Services organization
  • Experience working with stakeholders at the leadership level across multiple regions
  • Thorough understanding of the challenges an organization faces when implementing a new technology and how to help them manage change
  • Familiar with common sales tools (SFDC, DiscoverOrg, RingCentral) as well as Sales Engagement Platforms
  • Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
  • Enjoy “getting your hands dirty” by digging into complex operations
  • Strong listening skills; open to input from other team members and departments
  • Strong written and verbal communication skills
  • Ability to lead through influence
  • Familiar with general project processes and tools (MSFT Project, Smartsheet, FinancialForce)
  • Experience working with the financial services industry
  • Experience leading training sessions and customer workshops
  • PM certification
  • Outreach Admin Certification

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 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
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