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Customer Success Engineer
hace 4 meses
Your Daily Adventures Will Include
Adoption and Consumption Being an Outreach subject matter expert for our platform’s underlying technology as well as for the market(s) we serve. You will act as trusted advisor for both customers and Outreach teammates. Building and maintaining excellent relationships with clients and achieving the highest level of customer satisfaction. Performing in-depth proactive technical audits for customers to resolve escalated issues and suggest technical best practices. Using your business and technical analysis skills to solve complex issues, and creating innovative workarounds and solutions to map Outreach to customer’s unique business needs. Serve as a deliverability expert for our customers, offering guidance on best practices to optimize their email deliverability. Proactively conduct comprehensive reviews of customers' sending practices using Outreach to ensure adherence to industry standards and maximize the effectiveness of their email campaigns. Working as part of our extended Customer Success team in a startup atmosphere, doing whatever it takes to exceed customer expectations. Training and Enablement Create technical best practice resources for internal and external use. Conduct Technical Knowledge training with new CSM hires. Lead internal technical Office Hours for Customer Success Team. Outcomes & Value Realization Lead custom workflow discovery conversations with Revenue Operations, leadership, and end users to understand business objectives, goals, and challenges. Proactive risk identification and mitigation through use of consumption metrics and trends, in addition to monitoring Outreach application to customer workflows. Serve as the internal authority on best practice Outreach Workflows as they align to specific GTM use cases, pain points, and outcomes, along with key features and capabilities that set us apart from our competitors. Learning about the technical configurations and experiences other customers have with their sales stack, so that you can apply these successes and learnings to your future conversations. Thought Leadership & Best Practice Working with the product management and development organizations to channel client feedback and solutions into future releases of the Outreach product suite Liaise with our PDE team to grow our potential market share through new market use cases. Consult and lead customer workshops and webinars to elevate the CSE team as a Trusted Advisor, while ensuring customers realize value from the full breadth of the Outreach solution.
Our Vision of You
At Outreach, we believe it’s your skills and attributes that ultimately make you successful in a role. Here’s what we’re looking for: Technical — You learn complex concepts with minimal assistance. Analytical — You are able to translate customer use cases and business goals into brilliant technical solutions. I nquisitive Problem Solver — You are curious and are able to ask the correct questions to get to the root goal or issue quickly. You probe in a way that leads people to step outside their mindset. Flexible — You can easily context-switch between multiple intricate work streams and thrive in a fast-paced environment Excellent Communication Skills — You are able to communicate and present advanced technical solutions effectively to technical and non-technical stakeholders. Strong customer relationship and people skills, as well as excellent written communication and presentation skills. Client-focused attitude — You are an empathetic customer advocate and want to ensure every experience the customer has with your solution is positive. Executive Presence — You have the ability to influence technical decision-makers and executives. Organized — You document processes, build technical resources and guides, and are able to keep focused and prioritize projects.
We think you’ll likely have these skills and attributes if you have the following experience:
Exposure to Sales Engagement or Marketing Automation tools or platforms that interface with CRMs. Strong preference for candidates with Outreach experience. Technical knowledge of or Microsoft Dynamics Previous experience as a Solutions Engineer/Consultant, Technical Account Manager, Customer Success Manager, or Sales Engagement Platform Administrator 5+ years of experience with supporting a SaaS product to enterprise organizations Willingness and ability to travel as needed. Why You’ll Love It Here: • Generous medical, dental, and vision coverage for full-time employees and their dependents• Flexible time off• 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 (or virtual events these days) because we play just as hard as we work• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans• A parental leave program that includes not just extended time off but options for a paid night nurse, 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• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status