Professional Services Consultant

Summary

Join Outreach as a Professional Services Consultant and be the primary point of contact for customers post-sale, ensuring exceptional onboarding and implementation experiences. Partner with clients to optimize their platform usage, influence their GTM strategy, and drive team adoption. Collaborate with internal teams to guarantee seamless transitions and gather customer feedback. This role demands project management expertise, including budget adherence, risk management, and timely milestone achievement. You will also identify opportunities for additional services and contribute to the refinement of internal processes. The position reports to the Consulting Practice Manager and is crucial to Outreach's growth.

Requirements

• Experienced Professional Services Professional - You will have 4+ years of experience in professional services, consulting, implementation, or related field (ie. customer success) acting as a strategic advisor to customers 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

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
• 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

Benefits

• Flexible time off
• 401k to help you save for the future
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• A parental leave program that includes options for a paid night nurse, and a gradual return to work
• Infertility/ assisted reproductive services benefit
• Employee referral bonuses to encourage the addition of great new people to the team
• Snacks and beverages in the Office, along with fun events to celebrate
• Diversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military