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About the Team
The purpose of Customer Success at Outreach is to guide our customers throughout their Outreach journey - with a focus on removing barriers to product adoption and health. Through this we achieve mutual success by helping our customers realize value, leading to long term customer retention and growth.
The Role
The primary purpose of the Customer Success Consultant is to provide proactive outbound engagements to our customers to help drive product adoption and success. This role conducts one to many sessions (webinars, user groups, etc) for customer populations such as the platform strategy owners, system administrators, or sales leaders. This role also provides guidance, communication strategies, and playbooks for our customers as they continue to use Outreach. This role communicates with both internal and external resources.
Key Responsibilities
- Deliver one to many workshops, webinars, or user groups to encourage customer adoption and usage of the Outreach platform
- Develop and track effectiveness success of one to many engagements to inform future customer success strategy
- Proactively monitor customer health to identify customers who may be at risk for churn or contraction
- Partner with Account Executives, Renewals desk, and Customer Development Strategists to mitigate risk of customer churn or contraction
- Partner with Technical Support when necessary to ensure customer questions and needs are met
- Promote and drive customers to self-service options
Requirements
- Bachelor's degree in a related field, or the equivalent in work experience
- At least 3 years of professional experience in a customer-facing role
- At least 3 years of experience in a customer success role
- Demonstrated knowledge and understanding of customer health, value, and retention metrics
- Strong problem solving skills
- Effective communication skills, both written and verbal, with the ability to tailor messaging for the audience
- Effective and strong presentation skills, especially in a one to many forum, both virtual and in person
- Strong expectation management skills
- Previous experience working in a SaaS environment, preferred
- Previous experience in a sales development role, preferred
What We Offer
At Outreach, we are committed to helping our customers achieve success and growth. If you are a motivated and results-driven professional looking to make a meaningful impact, we encourage you to apply for this exciting opportunity.
