Sr. Professional Services Consultant (Change Management) - West at Outreach

| Seattle
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Our success is dependent on building teams that include people from different backgrounds and experiences who can challenge each other’s assumptions with fresh perspectives. To that end, we look for a diverse pool of applicants including those from historically marginalized groups — women, people with disabilities, people of color, people who are lesbian, gay, bisexual, transgender, and/or gender nonconforming, first and second generation immigrants, veterans, and people from different socioeconomic backgrounds.

Outreach is the number one sales engagement platform that helps companies dramatically increase productivity and drive smarter engagement with their customers. More than 4,000 companies such as Adobe, AT&T, Tableau, Okta, DocuSign, SAP, and Cisco depend on Outreach’s enterprise-scale, unparalleled customer adoption, and robust AI-powered Innovation.

As a Sr. Professional Services Consultant with a focus on Change Management on the Professional Services Team at Outreach, you have an opportunity to be the face of the Company to new organizations that have just purchased our platform. You will collaborate across the organization, working with multiple teams to ensure our customer's experience is world class. You will lead our largest strategic engagements from a transformation and overall strategy perspective. This role will be tasked with equipping our services team to consistently deliver client transformation in a meaningful way and within every interaction - from pre-sales services conversations, to initial implementation, and ongoing expansions. The success of this role will be measured by the overall business impact and customer adoption of our transformation and change approach across the services organization. You’ll also ensure our customer’s implementations are exceptional. As customers continue on their Outreach journey, it's imperative that we work together to clearly document and seamlessly transition them along the way (Sales, Pre-sales, Customer Success, and Education). Outreach is a fast-growing business and this role is pivotal to our continued success.

This position reports to the Professional Services Practice Manager and can sit remote in the West region.

Job Responsibilities

  • Drive transformation and change with our most strategic customers
  • Help build change methodology and partner across the organization
  • Work as the initial main point of contact with Outreach customers after a sale is complete
  • Provide an exceptional implementation experience to all customers and stakeholders, ensuring customer teams are up and running on time
  • Partnering with customers to provide overall platform best practices, influence their GTM strategy, technical configuration, change management methods, and how best to engage their teams to drive adoption
  • Work with existing customers that purchase additional services post-launch, in areas such as managed services, optimizations, technical audits, and expansionsIdentify new opportunities for additional services and direct customers to the appropriate parties to engage in the scoping process
  • Relentless drive to understand our customers and key stakeholders, in addition to being solution oriented when addressing their pain points
  • 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, stay within budget and margin, manage risks, ensure milestones are met on time, and secure customer sign off at project completion
  • Help ensure successful adoption of the platform during and post go-live
  • Take ownership of the post launch handoff of customers to our customer success team
  • Influence all levels of leadership ranging from analysts, management and executive level personnel
  • Work with support, product and engineering teams to ensure customer feedback is captured and realized
  • Develop proficiency in product capabilities and sales process best practices, including a deep technical knowledge of the product
  • Contribute to defining and refining initiatives, methodologies, assets, and programs within the Professional Services teamAssess problems and roadblocks, driving toward resolution with minimal assistance

Basic Qualifications

  • Minimum of 4-5 years of experience leading large transformation and change exercises, preferably in the SaaS space
  • Experience working in project teams of up to 7 people internally to deliver exceptional customer experiences
  • Background in business consulting with clientele that spans multiple industries and geographies
  • Deep understanding of change management practices, particularly stakeholder analysis, workforce readiness and leadership communications
  • Strong SaaS business acumen, preferably in the Sales vertical
  • Demonstrated strategic thinking and while being able to roll up the sleeves
  • Exceptional analytical and process skills 
  • Ability to analyze financial and operational data and synthesize findings in common business language
  • Successful history of customer first thinking, results-orientation and ownership of outcomesExceptional communication skills 
  • Proven history of cross-functional collaboration
  • Flexibility and ability to adjust on the fly to new business demands and changing environments.
  • Experience or familiarity with sales organizational structure, sales operations and/or sales strategy is a plus
  • Proven record of ensuring customer satisfaction through implementation excellence including inspiring, educating/training, driving adoption, consultative stakeholder management, and comfort with change management
  • Experience building trust and developing client relationships both in person and remote
  • History of improving processes, methodologies, programs or frameworks that increased team performance
  • Project management expertise with a proven ability to deliver on time and within 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
  • Demonstrated excellent written and verbal communication skills
  • Track record of working with customers ranging from SMB to Enterprise level and everywhere in between
  • 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

  • Passion for designing processes that scale across the Professional Services organization
  • Accurately identify areas of opportunity and be solution oriented by contributing recommendations, ideas, and/or resources to mitigate
  • 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 active listening skills; open to input from other team members and departments
  • Ability to lead through influence
  • Familiar with general project processes and tools (Smartsheet, FinancialForce, MSFT Project, Salesforce)
  • Experience leading training sessions and customer workshopsBecome Outreach Admin Certified within first year

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 Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans
• 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

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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • Elixir Languages
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • MySQLDatabases
    • RedisDatabases


Our Lower Queen Anne office is located along the beautiful Elliott Bay waterfront north of Belltown, near Myrtle Edwards Park.

What are Outreach Perks + Benefits

Outreach Benefits Overview

At Outreach, we believe in taking care of our employees as whole people, and our benefits and perks reflect that value. We offer benefits and perks such as flexible time off, a 401k to help save for the future, employee resource groups, and Diversity, Equity, and Inclusion trainings. Our wellness benefits include a generous medical, dental, and vision package for full-time employees and their dependents, access to our EAP (Employee Assistance Program), mental health supports, and FSA and DCFSA options. For new parents, we offer 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.

Volunteer in local community
Outreach organizes quarterly events for employees to volunteer together in the community. We also offer paid time off for volunteer days.
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Highly diverse management team
Outreach's leadership team is highly diverse, reflects our commitment to diversity and inclusion, and is focused on continuous improvement of our DEI initiatives.
Unconscious bias training
We offer DEI trainings to help facilitate understanding of issues surrounding equity and inclusion, including unconscious bias.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Employee Resource Groups such as Outreach Womxn's Network (OWN) and others that exist to support employees from underrepresented populations are supported from the top down at Outreach.
Hiring Practices that Promote Diversity
Outreach provides training to encourage diverse hiring and the Recruiting Team is constantly searching for innovative ways to reach a diverse population of candidates.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
All employees receive a basic life insurance plan at the $100,000 level. Employees can elect voluntary life insurance if they would like additional coverage beyond the $100,000 level.
Wellness Programs
Outreach's EAP (Employee Assistance Program) offers free, confidential counseling, 24-hour crisis telephone counseling, addiction support, etc.
Mental Health Benefits
Retirement & Stock Options Benefits
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Outreach provides flexible start and end times, as well as flexible Friday schedules.
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Outreach offers unlimited PTO.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Outreach offers unlimited PTO.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
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