Sr. Professional Services Consultant (Outreach Commit) - West

| Seattle, WA
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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 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 reports to the Professional Services Practice Manager and can sit remote in the West region.


Responsibilities:

  • 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
  • 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
  • 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 expansions
  • Identify 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 team
  • Assess problems and roadblocks, driving toward resolution with minimal assistance

Basic Qualifications

  • 7-10 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 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

#LI-KH2


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

More Information on Outreach
Outreach operates in the Machine Learning industry. The company is located in Seattle, WA. Outreach was founded in 2014. It has 1155 total employees. It offers perks and benefits such as Volunteer in local community, Friends outside of work, Eat lunch together, Intracompany committees, Daily sync and Open door policy. To see all 7 open jobs at Outreach, click here.
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