The Role
You’ll have an opportunity to join the front lines of the emerging discipline of Customer Success within a company that is moving equally as fast. In combination with stellar technology and process, the people that will drive long term success and adoption are the Customer Success Managers (CSMs). The CSMs are the essential advocates by which inbound and outbound activities occur between the customer and Outreach as a whole. CSMs must ensure satisfaction, adoption and renewal. You’re a natural leader, and see yourself growing as our team expands.
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. CSMs are expected to coach customers to optimize their sales strategy to take advantage of best practices. 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
- Bold in communicating best practices to customer
- Relentlessly drive to understand customers and their problems deeply – better than they know themselves!
- Strive for greatness, knowing that teamwork is the way to get there
- Increase adoption in your portfolio of accounts through the use of our Success Program
- Influence all levels of leadership ranging from analysts to C-Level executives
- Protect renewals of our accounts through your deliverance of outstanding customer experiences
- Insightfully anticipates customer needs and proactively offers assistance
- Develop a proficiency in the product capabilities, and sales process best practices
- Contribute to defining and refining the initiatives, methodologies, assets and programs within Customer Success
- Ability to drive problems to resolution with minimal assistance
Basic Qualifications
- 3-5 years of solid experience in a technical, customer facing role for medium to large scale business in similar industry
- High School Diploma or equivalent
- Training / certification in SalesForce is a bonus
- Experience building trust and developing client relationships while being remote
- Proven record of protecting renewals through operational excellence, driving adoption and influencing the customer
- History of improving processes, methodologies, programs or frameworks that improved team performance
- Excellent at managing a high volume of customers and their respective priorities
- Ability to memorize product features and can spontaneously discuss benefits
- Ability to maintain a positive attitude, 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
- Proficient in basics of SalesForce data schema and configuration
- Experience with SaaS applications
- Demonstrates excellent written and verbal communication skills
- Willingness to travel; travel could be up to 25% of the time
- 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 inclusion
Preferred Qualifications
- Knowledge of Sales Processes such as Lead Generation, Pipeline Management and KPIs
- Experience with the Software Delivery Lifecycle or implementation of applications
- Proficient in coaching others in Sales Process best practices
- Proficient in techniques used to learn a customer’s business strategy, process, and solutions
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
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