The Role

We are seeking an individual with technology account management and business consulting experience, to provide complex support services of our SaaS solution. This individual will work closely with Customer Success Managers, Client Engagement Managers, and Engineering to provide technical best practices & enablement to an assigned group of Enterprise-level customers. This position is an integral part of Outreach’s long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed in this team, this individual must have the passion and energy to work in an entrepreneurial and fast paced environment.

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

• Support and maintain an assigned group of customers who have implemented the Outreach SaaS solution, resolving customer issues in a timely fashion
• Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction
• Work as part of our extended Customer Success team in a startup atmosphere, doing whatever it takes to exceed customer expectations
• Use your business and technical analysis skills to solve complex issues
• Perform performance reviews of implementations to resolve escalated issues, and develop technical best practices
• Work with the product management and development organizations to channel client feedback and solutions into future releases of the Outreach product suite, improve product supportability, and share technical learnings across the Customer Success organization
• Collaborate with other departments in the company to achieve customer satisfaction
• Be a subject matter expert on Outreach, in a technical or business domain
• Present technical details to all levels of customer management
• Provide strategic technical guidance, mentorship and enablement on the Outreach product

Basic Qualifications

• Strong analytical and problem solving skills
• Translate customer use cases into brilliant technical solutions with the Outreach application and demonstrate the path to ROI
• Expert skills in data analysis
• Self-starter – able to come up to speed on complex, difficult concepts with minimal assistance
• Ability to quickly context-switch between multiple complex work streams
• Leverage domain knowledge and deep product skills to quickly gain an understanding of the intent of a delivered solution
• Manage any technical validation events to successful conclusion ensuring the customer’s confidence in the Outreach technology
• Instinctive ability to subdivide problems into basic components in order to efficiently pinpoint root cause of issues
• Client-focused attitude — an empathetic customer advocate
• Team player with solid communication and presentation skills
• Competent with packaged application software implementation practices
• Natural problem-solver and extremely resourceful - garnering support from other people or teams in order to drive success metrics

Preferred Qualifications

• Experience or familiarity with current VoIP technologies and cloud-based service applications
• Knowledge of Customer Relationship Management (CRM) platforms,email and schedule managements systems
• Cloud-based service applications built on AWS
• You’re a SFDC admin
• You know Exchange/Gmail like the back of your hand
• You have experience with the technologies we use, including…Outreach, Gmail, Zendesk, Salesforce, Exchange and/or Tableau
• Minimum 5 years of senior technical support, system implementation, customer success or technical account management experience.
• Travel up to 25%

Why You’ll Love It Here

• 100% medical, dental, and vision coverage for full-time employees

• Unlimited PTO (and people actually use it!)

• 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 because we play just as hard as we work

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women'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