Senior Enterprise Client Engagement Manager Outreach.Io
Seattle, WA

Job Description

The Role

As a Senior Client Engagement Manager on the Professional Services Team, you'll have an opportunity to be the face of Outreach to new organizations who have just purchased our product. You'll ensure a customer's initial onboarding and setup are exceptional. You will educate our customers on the benefits and features of our core product, inspire their organization, and help them immediately start crushing their KPIs. As a Client Engagement Manager you will work with multiple teams within Outreach to ensure a customer journey is well documented and handoffs between teams are flawless (Sales, Presales, CSM). Outreach is growing like crazy and you will have an opportunity to make a huge impact with our core accounts, ensuring they are able to close more deals and expand their business.

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 Professional Services team is focused on ensuring customers have an immediate time to value within the Outreach platform. We are technical specialists who consult new customers through their integration and expertly configure Outreach to their desired workflows. CEMs are expected to onboard new customers to optimize their sales strategy to take advantage of best practices. Our goal is to supercharge the stakeholders we work with and help them navigate a change management process with excellence. We're one of the fastest growing teams at Outreach and we work to connect cross-functional stakeholders from product, support, and even engineering with customers to remove any blockers in the onboarding process. The ownership is tangible on this team - our customers' projects are our projects and we drive to get them ROI as quickly as possible.

Your Daily Adventures Will Include

* Work as the initial main point of contact with Outreach's premier customers after a sale is complete
* Provide an exceptional onboarding experience to all customers and customer stakeholders, ensuring all users are up and running as quickly as possible
* Provide strategic insights and information to customers during 1:1 sessions, consulting them on how to best transform their organization and become champions on their team
* 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
* Increase adoption of the product within the first 2 months of the customer journey
* 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, and sales process 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

* 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
* Experienced in SalesForce data schema and configuration
* Project management expertise with a proven ability to deliver on time and on 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
* 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 (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 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, Airtable)
You have experience with the technologies we use, including…

Jira/ConfluenceSFDC (Admin preferred)GSuite and/or MSFT Office

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