The Role

As a Sr. Professional Services Consultant on the Services Team at Outreach, you’ll have an opportunity to be the face of the Company to customers who have purchased one of our newest and most innovative products. You’ll ensure a customer’s initial onboarding and setup are exceptional. You will educate our customers on the benefits and features of our product, inspire their organization, and help them immediately start crushing their KPIs. As a Sr. Professional Services Consultant you will work with multiple teams within Outreach to ensure that a customer’s journey is well documented and that handoffs between teams are seamless (Sales, Presales, Customer Success, Education). Outreach is a fast-growing business and this role is pivotal to our continued success.

This position can be remote in the east region (EST) and reports to the Consulting Practice Manager.

Responsibilities:

• Provide an exceptional onboarding experience to all customers and customer stakeholders, ensuring an on-time delivery
• Provide strategic insights and information to customers during implementation sessions, consulting them on how to best transform their organization through improved pipeline management, forecasting and analysis
• Relentlessly drive to understand customers, their stakeholders, and their problems deeply – better than they know themselves!
• 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, manage risks, ensure milestones are met, and securing customer sign off at project completion
• Help ensure successful adoption of the product at and immediately following go-live
• Influence all levels of leadership ranging from analysts to C-Level executives
• Work with support and product teams to ensure customer feedback is captured and realized
• Develop proficiency in the product capabilities, sales process, and forecasting best practices including deep product knowledge and best practices
• Contribute to defining and refining the initiatives, methodologies, assets, and programs within the Professional Services team
• Drive problems and roadblocks to resolution with minimal assistance

Basic Qualifications

• Bachelor’s degree 
• Minimum of 4-5 years of experience in a consulting role or experience working with sales leaders on pipeline management and forecasting preferably in the SaaS space
• Understanding of best practices related to sales process, opportunity management, and sales forecasting
• Experience with data analysis and forecasting models
• Proven record of ensuring customer satisfaction through onboarding excellence including inspiring, educating/training, driving adoption, managing stakeholders, and influencing the customer
• 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 on budget
• Ability to understand technical aspects of a product and educate others using simplified explanations
• Experienced in SalesForce data schema and configuration
• 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
• Experience with SaaS applications, custom development, and consulting
• 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
• 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 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 listening skills; open to input from other team members and departments
• Ability to lead through influence
• Familiar with general project processes and tools (MSFT Project, Smartsheet, FinancialForce)
• Experience leading training sessions and customer workshops
• PM certification

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

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.