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Customer Success Manager- Enterprise & Strategic AccountsSeattle, WA, United States


Customer Success Manager- Enterprise & Strategic Accounts

Seattle | WA | United States

What We Do
Outreach is a communication platform built from the ground up to help people communicate more effectively. Today we focus on the sales organization, helping them engage with their prospects and customers through email, calling and LinkedIn communication flows.

To put it into perspective, our customers spend the majority of their day living inside our software, relying on it to be more effective communicators with their audience. We think it's pretty cool that we get to build the communication platform of the future; a product that our users cherish.

Outreach was founded in 2014, and we are now over 200 employees strong. Since our first days learning about how people communicate, we became obsessed with understanding our customers' problems, and as a result, we've built by far the most loved product on the market, and have won the hearts and minds (and business) of some incredible organizations around the world.

In addition to our relentless focus on the customer, we've received over $60 million in venture funding, we've won Seattle Business Magazine's 100 Best Places to Work, have been ranked #1 for 2016 Sales Automation/Acceleration software by Ambition and Outreach was named to the 2016 Forbes Cloud 100-Rising Star list as The Rising Star leading the Sales Technology Category.

We aren't slowing down any time soon.

Who We Are
Our company is headquartered in Seattle, but we also have an office in San Francisco and in State College, PA (both for sales and marketing). If you speak to us, you'll probably see that across any geography, across all our roles and departments, at our heart we are a large group of like-minded individuals working towards a common goal, pushing each other to be better tomorrow than we were today.

We're a team of problem solvers and overachievers who seek out others who are also passionate and relentless at their respective crafts. We want to work with people who are ready to buckle up and be a part of an incredible ride. We work hard not because we're told to, but because we genuinely love what we do.

If there's one main message we want you to remember about us, it's that we push others to be best in class at whatever they do, remain humble, and run through brick walls to accomplish their goals. If you come and join us, we'll give you ownership and challenges, and the team support and encouragement to help you hit your personal goals. We'll be stronger together.

The Role
You'll have an opportunity to join the front lines of the emerging discipline of Customer Success within a company that is moving equally as fast. In combination with stellar technology and process, the people that will drive long term success and adoption are the Customer Success Managers (CSMs). The CSMs are the essential advocates by which inbound and outbound activities occur between the customer and Outreach as a whole. CSMs must ensure satisfaction, adoption and renewal.

Your Daily Adventures Will Include
Bold in communicating best practices to customer
Relentlessly drive to understand customers and their problems deeply - better than they know themselves!
Strive for greatness, knowing that teamwork is the way to get there
Increase adoption in your portfolio of accounts through the use of our Success Program
Influence all levels of leadership ranging from analysts to C-Level executives
Protect renewals of our accounts through your deliverance of outstanding customer experiences
Insightfully anticipates customer needs and proactively offers assistance
Develop a proficiency in the product capabilities, and sales process best practices
Contribute to defining and refining the initiatives, methodologies, assets and programs within Customer Success
Ability to drive problems to resolution with minimal assistance

Our Vision Of You
Experience building trust and developing client relationships both remote and onsite
Proven record of establishing outcome metrics with large complex customers and managing to those outcomes
Ability to build, maintain and grow relationships with senior leadership at very large companies
Proven record of protecting renewals through operational excellence, driving adoption and influencing the customer
History of improving processes, methodologies, programs or frameworks that improved team performance
Has a passion for sales engagement and knowledge of sales methodologies including workflow of multiple sales roles.
Excellent at managing a high volume of customers and their respective priorities
Ability to memorize product features and can spontaneously discuss benefits
Ability to maintain a positive attitude, 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
Proficient in basics of SalesForce data schema and configuration
Experience with SaaS applications
Demonstrates excellent written and verbal communication skills
Preferred Qualifications

Knowledge of Sales Processes such as Lead Generation, Pipeline Management and KPIs
Detailed knowledge and understanding of salesforce automations tools (SFDC, Dynamics, etc)
Experience with the Software Delivery Lifecycle or implementation of applications
Proficient in coaching others in Sales Process best practices
Proficient in techniques used to learn a customer's business strategy, process, and solutions
Experience and Education

5-7 years of solid experience in a technical, customer facing role for medium to large scale business in similar industry
Training / certification in SalesForce is a bonus
College degree or equivalent
Willingness to travel; travel could be up to 25% of the time

Why You'll Love It Here
You'll get a chance to make history at one of the fastest growing startups in the nation.
100% medical, dental and vision coverage for full-time employees
Unlimited PTO, competitive salaries, 401k, commuter benefits, professional development opportunities, paid volunteer days, and company outings
Diversity and inclusion programs including unconscious bias training and employee resource groups
Incredible parental leave program (up to 10 weeks for new parents, night nurses, dinner deliveries and more!)
Generous employee referral bonuses
You can bring your well-behaved fur babies to work
Unlimited snacks in our state of the art kitchen.

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