About the Team
The Role
Location
Your Daily Adventures Will Include:
- Success Planning, Adoption & Consumption:
- Build strong relationships with customers and executives to drive executive stakeholder alignment on both the customer and Outreach side
- Lead and plan regular cadence of meetings with Customers while developing onsite cadence with customers for strategic workshops, Business reviews and customer networking
- Driving and analyzing consumption patterns to provide proactive insights and guidance, and recommend specific solutions to help customers achieve desired outcomes.
Training & Enablement- Training and enabling customers to better incorporate the platform into their workflows
- Ensure customers are aware of, and educated on, new features and releases
Driving Outcomes & Value Realization- Identifying, driving and measuring customer’s Desired Business Outcomes (DBOs)
- Proactive risk identification and mitigation through use of consumption metrics and trends, in addition to monitoring Outreach application to customer workflows
- Provide Voice of Customer back to Marketing, Sales and Product to inform product enhancements and ongoing improvement of platform and services
- Identify CSQLs to support account growth and expansion
- Tailor communications to the audience by contextualizing customer data and positioning ROI on the overall strategy
- Champion the development and follow through on “Create and Close Plans” that seed success for the customer
- Identify risks or barriers to client health, and provide targeted mitigation strategies to get the client “back to green”
- Manage customer health escalations and track technical escalations to prioritize customer issues and mitigate risks. Facilitate AE alignment to ensure issues are communicated and escalated appropriately
Thought Leadership & Best Practice- Responsible for driving the strategy and execution of the customer’s journey with Outreach
- Sharing best practice, thought leadership and bench-marking with customers, that aligns to their Desired Business Outcomes (DBOs)
- Stay abreast of sales and revenue trends to increase your credibility in the industry, e.g. going to industry events, subscribing to blogs/podcasts, reading books, and researching case studies
- Bachelor’s degree in a related field, or the equivalent in work experience
- Strong strategic and critical thinking skills
- Effective problem-solving skills
- Effective time management and prioritization skills
- Ability to synthesize data from multiple sources to make a decision
- Self starter/high sense of initiative
- Effective active listening skills, with a desire to understand our customer’s business
- Strong emotional intelligence and empathy
- Ability to build effective relationships
- Strong communication skills, both verbal and written, with the ability to tailor communications to the audience as appropriate
- Ability to set realistic goals and drive to those outcomes
- Ability to navigate complex networks within an organization
- Strong business acumen
- Minimum of 5 years of CSM, Account Management, or related experience in SaaS supporting business transformation and driving customer outcomes with complex software
- Proven experience in growing and maintaining a book of 15-25 clients through driving adoption of tools and influencing customers
- Domain knowledge in sales processes, sales execution, or go-to-market strategies
Highly competitive salary- Amazing open area working space with a gorgeous rooftop in the heart of Shoreditch
- Hybrid working policy
- Dog friendly office
- 25 days holiday + 8 bank holidays
- Outreach contributes with monthly contribution towards your pension
- Private medical care for employee and spouse/family with Program Health Plus
- Cashplan is offered through Medicash to help offset out of pocket medical related expenses
- Dental coverage
- Life insurance at 4x annual salary
- 16 weeks of annual top up maternity leave pay or 8 weeks of fully paid paternity leave
- Upon return to work from parental leave, parents will receive a stipend to use for night doula support, which is to be used in the first six months after birth
- Opportunity to be part of company success via equity program
- Company-organised and personal paid volunteer days to support the community that supports us
- Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women’s Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, OBX (Outreach Black Excellence), Disability Community, and Veterans
- Employee referral bonuses to encourage the addition of great new people to the team
- Fun company and team outings because we play just as hard as we work