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Outreach

Senior Customer Engagement & Lifecycle ManagerSeattle, WA, United States

Senior Customer Engagement & Lifecycle Manager

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.

Role

Reporting to the Customer Marketing Director, you will work closely with Customer Success and Product Development to design and deliver a world-class experience to every customer that drives product engagement and adoption, renewal, and expansion. In this strategic role, you will use data to identify the key milestones that drive renewal and expansion, define the ideal customer journey from deal close to account renewal, and ensure that every customer achieves significant and measurable value from their investment in Outreach.

Your Daily Adventures Will Include

Develop a customer lifecycle strategy to drive product usage, sentiment, retention, cross-sell and advocacy, e.g. automated onboarding programs for new customers, and behavior-based training programs for customers with low product usage or at-risk behavior profiles

Manage our customer segmentation strategy, including primary segment definition, data capture/integrity, and align campaigns to the varying segments

Own customer communication needs across the business, including managed accounts, unmanaged users, and managing customer communication needs for all internal stakeholders (product updates, surveys promotions, updates, etc)

Define and execute multiple tests to optimize user experience across the lifecycle. Use user research data to create personalized customer journeys to identify needs and goals of discrete customer segments. Define success metrics & develop dashboards

Use business intelligence tools to detect patterns, brainstorm, observe, interpret data, integrate new information, theorize, and make decisions based on multiple factors and options available

Bring a deep understanding of customers minds and hearts to life through compelling acquisition programs in various digital channels, including social and our online customer community

Identify requirements for new unified communication strategy, maximizing impact from various channels (in-app, email, SMS, etc.) and collaborate with product/CX/ops to develop and roll out

Fuel the advocacy team by identifying and targeting happy customers throughout lifecycle and identify opportunities to engage with customers through advocacy (video testimonials, advisory boards, case studies, quotes, etc)

Our Vision Of You

5+ years of customer lifecycle or customer retention marketing experience at a SaaS company

Significant experience with mid-size and enterprise technology businesses strongly preferred

Process oriented and analytical

Deep understanding and empathy for customers, and expertise in primary customer research techniques

Strong lifecycle marketing experience and skills necessary to drive entire strategy for multiple customer segments

Excellent quantitative skills, experience in developing dashboards, ad-hoc analysis and visualization tools and/or SQL preferred

Proven track record of developing and implementing rigorous experiments

Knowledge of Domo, Pendo, Salesforce and Bizible or other similar BI/analytics tools are useful

Knowledge of Influitive, our online customer community technology, will help in this role

Have strong communications (written/verbal), presentation and facilitation skills

Well-rounded interpersonal skill set

Highly self-motivated, self-starter able to work independently

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

I'm interested

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