Senior Professional Services Consultant

Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We're dedicated to hiring the whole human, not just a resume. To that end, we look for a diverse pool of applicants-including those from historically marginalized groups. We would like to invite you to apply even if you don't think you meet all of the requirements listed below. We don't want a few lines in a job description to get between us and the opportunity to meet you.

About the Team

The Professional Services team is the main point of contact with Outreach customers after a sale is complete. They are made up of leading experts on Outreach, CRM, and leading sales technology who bring innovation to implementation each and every day. As a vital part of our customer success ecosystem, the professional services team ensures that a customer’s initial onboarding and implementation are exceptional. They will educate our customers on the benefits and features of our core product, inspire their organization, and help them immediately start exceeding their KPIs. 

About the Role 

As a Sr. Professional Services Consultant, you are a trusted advisor to customers who have just purchased an Outreach project and will ensure that their initial onboarding and services experience are exceptional. You will provide strategic insight to customers throughout the implementation and partner with them 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. You will work with multiple teams within Outreach to ensure that a customer’s journey is well documented, that handoffs between teams are seamless, and that customer feedback is captured (Sales, Presales, Customer Success, Education, Support, Product, Engineering). This role will report to the Consulting Practice Manager and will play a pivotal role in Outreach’s continued success as we continue to scale. 

• 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 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

• Experienced Professional Services Professional - You will have  7-10 years of experience in professional services, consulting, implementation, or related field (ie. customer success) acting as a strategic advisor to customer ranging from SMB to Enterprise, ideally in a SaaS environment
• Consultant & Trusted Advisor - You have a proven track record of building trust and developing client relationships while ensuring customer satisfaction through implementation excellence including inspiring, education/ training, driving adoption, consultative stakeholder management, and comfort with change management 
• Project Manager - You drive initiatives with clear expectations, manage risk, and identify and adhere to project timelines
• Proactive & Self Driven  - You are a proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance. A plus if you have a history of improving processes, methodologies, programs or frameworks!
• Strategic Problem Solver  - You have the ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• Technical Aptitude - You have the ability to understand deep technical aspects of a product and educate others using simplified explanations with a track record of learning new tools and processes in a fast paced environment

The base salary range for this role is $95,000-$155,000. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. We also have a location-based compensation structure; there may be a different range for candidates in other locations.

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, 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

• 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

Salary : $95,000 - $155,000