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