The Role

The Technical Program Manager will be responsible for understanding how the Outreach product impacts our customers and act as a liaison between the customer and customer facing teams and the Outreach Engineering teams. In the day-to-day they will drive technical programs related to optimizing processes related to Engineering and Support, assist in tracking customer escalations, and drive change through customer feedback and insights. This person is a self-starter with a strong sense of customer empathy and urgency. They are organized, appreciate process and communicate in a clear and concise manner both verbally and in writing.

About The Team

When the question is asked, “what kind of company are you?” our answer will always be, “we are a success company - we are here to make our customers successful.” The Customer Success team is at the core of Outreach. We focus on driving real business impact for customers, not just supporting the technical specs of our product. We're one of the largest teams at Outreach and we work to connect cross-functional stakeholders from product, marketing, and even engineering with customers. The ownership is tangible on this team - our customers' pain is our pain and their win is our win.

Your Daily Adventures Will Include

• Drives change through new technical program creation and maintenance such as issue prioritization methods, executive reporting dashboards, and SME program development and optimization. 
• Track key deliverables from engineering and ensure timely customer and executive communication
• Oversee escalations and communication in regards to bugs and collaborate with engineering to ensure timely resolution
• Drive overall program enhancement to improve trend recognition and insights with reporting 
• Partner with Support and Engineering to represent the Customer Experience to drive enhancement requests that influence the overall product roadmap
• Partner with Analytics team to create and manage dashboards and insights related to Bugs

Qualifications

• 3-5 years of experience in Customer Success or Operations in a SaaS environment
• Proven track record of successfully implementing and maintaining new programs 
• Experience working directly with Engineering 
• Bachelor’s degree or deep relevant equivalent experience
• Demonstrated understanding of Outreach solutions, company structure and customer success 
• Knowledge of Sales Processes such as Lead Generation, Pipeline Management and KPIs
• Demonstrated ability to manage multiple, simultaneous, cross-functional work streams.
• Have previous experience dealing with complicated, technical issues; with the ability to logically troubleshoot complex issues with many moving parts
• Sought out by client facing teams as an expert in managing difficult/complex client situations
• Strong negotiation and conflict management skills: you know how to work with individuals with differing priorities and you can persuade them to work towards a common goal
• Ability to summarize complex technical problems and communicate to engineering, executives and customers clearly and concisely.
• Basic understanding of product life cycle and release schedules

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