The Role

Serve as the primary relationship owner for an assigned group of Outreach's top tier accounts with responsibility for retention and cross sell/up sell growth. Ensure clients derive maximum value from Outreach platform. Prepare full strategic account plan, prospect new departments, map key players and understand company hierarchy, and uncover new revenue opportunities. Work closely with clients to identify needs including content and technical workflows and consult on best practices for solutions and setup.

Prepare and deliver effective client presentations, including stakeholders at all levels of the organization up to C-Suite. Deliver weekly, monthly and quarterly status and results presentations to internal and external teams. Regularly evaluate quality of content, managing external content creation, editorial and strategy resources. Identify new opportunities from within existing accounts, partnering with the Business Development team to aid in increasing revenue. Ensure a deep enough understanding of clients’ individual experiences to head off potential issues before they become problems.

Your Daily Adventures

• Manage multiple key accounts; develop positive working relationships with all customer touch points
• Drive client retention, renewals, up sell/cross sell
• Work closely with AEs, CSMs and other key team members on day-to-day basis to understand operational processes 
• Work closely with Sales Ops to determine root causes for customer success or failure and drive requirements for product or process enhancement and development as needed
• Partner with internal cross-functional teams to understand customer goals and key performance metrics and exceed those goals throughout the campaign
• Leverage technical tools and quantitative data to manage customer email campaigns to success, high satisfaction and renewal
• Prepare account focused email campaign insights reporting, including analysis and research
• Manage customer activity with CRM tools for maximum efficiency and visibility, with carefully executed follow-up to closure on open issues
• Provide input on new processes and workflows as needed
• Focus on ensuring we maintain superior customer service levels, operational excellence and strategic insight

Basic Qualifications

• 7+ years experience in Customer Success and/or Account Management in the Software industry
• Dynamic personality able to effectively engage and influence a variety of audiences at all levels of an Enterprise business
• Confident communication (written and oral) skills and a demonstrated ability to work collaboratively with all levels of internal and external organizations
• A focus on relationships, able to gain trust through communication, expectation setting and completion of planned deliverables
• Experience reading 10K, company quarter/annual, and other key reports to identify business goals and priorities 
• Project and program management experience; knowledge of key concepts including phases, plans, deliverables, scope and tasks
• Passion about business and dissatisfaction with status quo – always thinking of ways to improve/grow assigned clients
• Bachelor’s Degree in appropriate field of study or equivalent work experience
• Strong analytical skills
• Working knowledge and experience with contracts and contract negotiations