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SMB Client Engagement ManagerUnited States

Outreach

SMB Client Engagement Manager

United States

The Role
As an SMB 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 an SMB customer's initial experience with Outreach is exceptional whether they are purchasing an hour block or a full onboard. 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 an SMB 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, Support and Success). Outreach is growing like crazy and you will have an opportunity to make a huge impact with our growth accounts, ensuring they are able to close more deals and expand their business.

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 or hour block consulting 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 customers to best practices and sell them on the value of implementing Outreach correctly
  • Ensure all customers are onboarded quickly and comprehend the main functionality of the platform
  • Drive expansions through showing them the value of the platform and its ease of use
  • 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 a 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



About The Team
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. Our goal is to supercharge the stakeholders we work with and help them navigate a change management process with excellence.

What We Do
Outreach is the leading sales engagement platform and triples the productivity of sales teams. It empowers them to drive predictable and measurable revenue growth. Outreach makes customer-facing teams more efficient by prioritizing the right activities and scaling customer engagements with automation. With built-in intelligence guiding every action, teams using Outreach work more effectively. By bringing data about prospects and sales activities into a single system of action, the Outreach user's visibility is improved into what really drives results.

Thousands of customers, including Cloudera, Glassdoor, Pandora, and Zillow, rely on Outreach to execute a repeatable playbook, drive collaboration between sales and marketing, and deliver higher revenue per sales rep. To learn more, please visit https://www.outreach.io/.

Who We Are
Outreach was founded in 2014, and we are now over 250 employees strong. Our privately-held, venture backed company is headquartered in Seattle, but we also have offices in San Francisco and Tampa (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 customer-obsessed individuals working toward a common goal, pushing each other to be better tomorrow than we were today.

While we've been busy creating a product that our users cherish, we've also been recognized as:
Outreach is one of the fastest-growing SaaS companies in history. We aren't slowing down anytime soon, and we bet you can help us reach our goals!

Our Vision Of You
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.
  • Proven record of ensuring customer satisfaction through onboarding excellence including inspiring, educating/training, driving adoption, managing stakeholders, and influencing the customer
  • Ability to crank through back to back calls, for back to back weeks, and back to back months
  • 2+ years of project management, account management or implementation experience in a high volume environment
  • Experience building trust and developing client relationships remotely
  • History of figuring out ways to work more efficiently at scale with a large number of accounts
  • Experienced in SalesForce data schema and configuration
  • Project management expertise with a proven ability to track time and coordinate schedules
  • 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
  • Demonstrated excellent written and verbal communication skills
  • Track record of working with customers in the SMB space 5 - 50 employees.



BASIC QUALIFICATIONS

Our SMB Client Engagement Manager will be a candidate who excels at talking to a large number of accounts on a daily basis. They will be proficient in streamlining our touchpoints with customers and ensure that customers receive the highest quality deliverables with the most efficiency possible. This person should have a strong, charismatic personality - one part technical expert, one part coach, and one part project manager.

PREFERRED QUALIFICATIONS

A plus if...
  • Thoroughly understands 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 strongly negotiate with a customer regarding strategy, based on learnings and best practices
  • Enjoys "getting their hands dirty" and solving the smallest problems our customers have



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


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